· 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