Customer Relationship Executive

Job Description

Role & responsibilities Customer Relationship Executive (CRE) is responsible for managing and nurturing relationships with assigned customers, ensuring their needs and expectations are met. Handling existing customers business enquiries shipment & payment tracking. This role involves preparing minutes of meetings (MOM) for virtual conferences (VC), tracking action points until completion, and providing briefs for upcoming VCs. Additionally, the CRE will support new customer acquisitions, manage a portfolio of existing clients, and create presentations in coordination with higher authorities for customer engagement. New Customer Acquisition Identify and reach out to potential new customers. Convert leads into new customers. Prepare MIS Reports with new leads pipeline Handling Existing Customers Regular updates on delivery status help manage customer expectations and ensure a positive experience. Collaborate closely with cross-functional teams, including marketing, product development, and customer support, to ensure seamless delivery of solutions and maximize client satisfaction. Serve as the primary contact for existing customers. Address and resolve customer inquiries and issues promptly. Sample Sending, Tracking, and Updating to Customer communicating with customers about any delays or changes in delivery dates, manage their expectations and maintain a positive customer experience Regular updates on delivery status help manage customer expectations and ensure a positive experience. Transparent communication about delays or changes builds trust and customer loyalty Handling Business Enquiries from Customers Identify client needs Respond quickly and professionally To resolve customers issues / challenges. Follow up on every issue and ensure complete satisfaction. Business Execution Coordinate with internal teams to fulfill customer orders. Monitor the progress of orders to ensure timely completion. Address any issues that arise during the execution. Compliance with Contract Terms and Conditions Review and understand contract terms and conditions. Monitor compliance with contractual obligations. Address any deviations from contract terms promptly. Shipment Tracking Track the shipment of customer orders. Provide regular updates to customers about the status of their shipments. Resolve any issues related to shipment delays or discrepancies. Payment Tracking Monitor the status of customer payments. Follow up on overdue payments. Maintain accurate records of payment transactions. Issue Escalation Identify and document any issues that arise. Inform the boss or super boss about critical issues immediately. Provide detailed information and context about the issues. Customer Feedback Collection Get a clear understanding of customer needs and expectations Identify shortcomings in internal processes and strategies Identify dissatisfied customers and find ways to resolve their complaints Identify happy customers and come up with strategies to retain them Use Internal (Customer Satisfaction) CSAT Survey form Preferred candidate profile Graduate in any stream 03 to 05 years of relevant experience Perks and benefits SALARY + SUNSIDISED FOOD + ACCOMODATION + INTERNATIONAL TRAVEL