Customer Relationship Manager

1. Client Relationship Management

• Act as the primary point of contact for

  existing international clients

  and maintain long-term business relationships.
• Understand client needs, preferences, and expectations to ensure high customer satisfaction.
• Schedule regular check-ins, follow-ups, and business review meetings to strengthen client relationships.
• Ensure timely resolution of client queries, concerns, and complaints.
• Maintain a

  client database

  with updated records of interactions, preferences, and order history.

2. Order Management & Coordination

• Oversee the entire order lifecycle, from

  order confirmation to final delivery

  .
• Coordinate with

  sales, production, and logistics teams

  to ensure timely order fulfillment.
• Keep clients updated on

  order status, shipping timelines, and any potential delays

  .
• Manage

  modifications, cancellations, or rescheduling

  of orders as per client requests.

3. Export Documentation & Compliance

• Ensure all

  export documentation

  is accurately prepared and shared with clients, including:
• Proforma invoices
• Commercial invoices
• Packing lists
• Bills of lading
• Certificates of origin
• Customs clearance documents
• Stay updated on

  export regulations, trade compliance, and Incoterms

  to guide clients.

4. Post-Sales Support & Issue Resolution

• Address and resolve client concerns related to

  product quality, shipment issues, or payment terms

  .
• Collaborate with the

  quality assurance team

  to handle complaints and provide resolutions.
• Process

  claims, refunds, or replacements

  if required, ensuring customer satisfaction.
• Collect and analyze

  customer feedback

  to improve service quality.

5. CRM System & Data Management

• Maintain and update client interactions, order details, and feedback inGoogle Sheets.
• Generate reports on

  customer retention, order trends, and service quality

  .
• Analyze data to identify

  upsell or cross-sell opportunities

  within existing accounts.

6. Payment & Account Management

• Monitor

  outstanding payments

  and ensure timely follow-ups with clients for collections.
• Coordinate with the finance team for

  invoice generation, credit terms, and payment reconciliations

  .
• Address any disputes related to

  pricing, taxes, or payment delays

  .

7. Relationship Building & Client Retention Strategies

• Develop personalized

  client engagement programs

  (e.g., exclusive offers, loyalty discounts).
• Send

  greetings on festivals, anniversaries, and milestones

  to maintain goodwill.
• Organize

  client appreciation events, webinars, or product updates

  to strengthen ties.