Job Description

Map and monitor every stage of the customer experience--from order placement to post-delivery follow-up.

Proactively engage with customers post-delivery to collect feedback, resolve issues, and identify improvement areas.

Track and manage customer-specific preferences, requirements, and feedback in a structured manner.

Work with the sales team to maintain regular personal touchpoints with key customers (greetings, festival gifts, milestone recognition, etc.).

Segment customers by value and design appropriate engagement plans (e.g., special attention to Tier 1 accounts).

Maintain a visit calendar and ensure leadership/sales team achieves the set monthly target for in-person meetings.

Identify bottlenecks or pain points in the current customer experience, suggest and implement improvements.

Collaborate with Sales, CRE, Dispatch, and Production to ensure a seamless and responsive customer journey.

Implement and maintain systems (CRM or equivalent) for automated order updates, delivery notifications, and greetings.

Ensure all important customer communications are timely, consistent, and not person-dependent.

Develop and execute new ideas for customer delight--small gestures, surprise gifts, informative updates, customer appreciation events, etc.

Pilot innovative initiatives, collect feedback, and scale up what works.

Track key metrics (NPS/CSAT, response time, on-time delivery %, customer visit completion, customer complaints/issues logged & resolved, etc.).

Present monthly and quarterly reports on customer experience and retention trends.

Job Type: Full-time

Pay: ?45,000.00 - ?55,000.00 per month

Benefits:

Health insurance Provident Fund
Schedule:

Day shift
Supplemental Pay:

Yearly bonus
Experience:

Customer service: 4 years (Required) Sales coordination: 4 years (Required) SAP Manufacturing: 4 years (Preferred) B2B: 4 years (Required) CRM software: 4 years (Required)
Work Location: In person