Customer Relationship Manager

Role Overview

The Customer Relationship Manager (CRM) will be responsible for managing relationships with customers in the air conditioning and refrigeration segment, including commercial clients, contractors, and service partners. The role involves ensuring customer satisfaction, overseeing after-sales support, driving repeat business, and promoting long-term partnerships.

Key ResponsibilitiesCustomer Engagement & Retention

• Act as the single point of contact for all HVAC & refrigeration clients (commercial, industrial, and retail).
• Address service-related issues such as equipment downtime, spare parts availability, warranty claims, and maintenance contracts.
• Conduct regular site visits to major clients to assess satisfaction levels and understand requirements.
• Build long-term relationships that encourage repeat orders and AMC (Annual Maintenance Contract) renewals.

Sales & Business Development

• Identify cross-selling and upselling opportunities (e.g., shifting customers from room ACs to VRF/ductable systems, promoting AMCs, energy-efficient upgrades).
• Support the sales team in pitching products and solutions to builders, institutions, and industries.
• Maintain awareness of competitor offerings and update management on market trends in AC & refrigeration systems.

After-Sales Support & Coordination

• Ensure smooth coordination between customers, service engineers, and spare parts teams.
• Track and monitor installation, commissioning, and servicing schedules.
• Follow up on preventive maintenance and breakdown services to minimize customer downtime.
• Resolve customer escalations quickly to maintain trust.

Account & Performance Management

• Maintain an updated database of clients, installations, and AMC contracts.
• Track sales vs. service revenue from each customer account.
• Prepare monthly reports on customer satisfaction, service performance, and payment collections.
• Ensure timely invoicing and outstanding payment recovery.

Job Type: Full-time

Pay: ₹10,000.00 - ₹20,000.00 per month

Language:

• English (Required)

Work Location: In person