Customer Relationship Manager

Roles & Responsibilities of CRM in a Manufacturing Company

1. Customer Relationship Management

• Serve as the primary point of contact for customers after sales.
  
• Maintain strong relationships with distributors, dealers, and direct clients.
  
• Ensure customer satisfaction through timely communication and support.
  

2. Order Management

• Coordinate with sales and production teams to ensure timely order processing.
  
• Track order status from confirmation to dispatch and delivery.
  
• Communicate delays, changes, or updates to customers proactively.
  

3. Complaint & Query Resolution

• Handle customer complaints related to product quality, delivery, pricing, or documentation.
  
• Coordinate with the quality control, logistics, and service teams to resolve issues.
  
• Maintain records of complaints and prepare monthly analysis reports.
  

4. Coordination With Internal Departments

• Work closely with production, logistics, QC, and accounts to ensure smooth workflow.
  
• Follow up on raw material availability, production schedules, shipment plans, and billing.
  
• Bridge communication gaps between customers and internal teams.
  

5. Data & Documentation Management

• Maintain accurate customer records, contracts, order forms, and correspondence.
  
• Ensure documentation like invoices, packing lists, dispatch notes, and warranties are shared timely.
  
• Manage CRM software or ERP entries for orders, complaints, and customer profiles.
  

6. Customer Retention & Engagement

• Conduct periodic follow-ups with customers to understand satisfaction levels.
  
• Plan retention strategies (loyalty programs, consistent communication, after-sales support).
  
• Identify potential upsell or cross-sell opportunities.
  

7. Reporting & Analysis

• Prepare weekly/monthly reports on customer issues, sales trends, order status, and performance.
  
• Analyze customer feedback and propose improvements to management.
  
• Track key CRM KPIs: response time, resolution rate, customer satisfaction score, etc.
  

8. Product Knowledge & Training

• Maintain in-depth knowledge of the manufacturing companys products, specs, and features.
  
• Educate customers on new product updates or changes in production.
  

9. Compliance & Quality Support

• Ensure all customer interactions align with company policies and industry standards.
  
• Support quality audits by maintaining proper documentation and customer records.
  

10. Process Improvement

• Identify gaps in existing customer management processes and suggest improvements.
  
• Work with management to enhance the customer experience, communication flow, and system efficiency.
  

Key Skills Required

• Strong communication and interpersonal skills
  
• Knowledge of CRM tools
  
• Coordination and follow-up ability
  
• Basic understanding of manufacturing processes
  
• Problem-solving & customer handling skills
  
• Data analysis and reporting skills