Customer Relationship Manager

JOB POSITION

CUSTOMER RELATIONSHIP MANAGER

COMPANY PROFILE

Welcome to Hongyi JIG Rapid Technologies Co. Ltd. - Pioneers in Product Development and Dies Moulds Manufacturing. With offices in India and Hong Kong, we bring 28 years of invaluable experience to the field of product development. Over the years, we have successfully assisted more than 500 customers across 8 countries in establishing projects worth a staggering 4000 crores of investments. As an ISO 9000-certified company, we pride ourselves on our mastery in Product Development, Tools Development, and Project Management. Our track record speaks for itself, with over 3160 manufacturing projects completed to date and the prestigious recognition of 7 best product design awards. With a significant market presence in the Home appliances goods industry, FMCG, and making strides in the automotive industry, we have established ourselves as a trusted partner for numerous businesses. At Hongyi JIG, we believe in delivering excellence and innovation in every aspect of our work. Our dedicated team of professionals is committed to providing cutting-edge solutions that meet and exceed the expectations of our clients.

JOB BRIEF

We are seeking a highly motivated and experienced Customer Relationship Manager to join our team. The ideal candidate will be responsible for managing and nurturing relationships with our customers, ensuring their needs are met, and enhancing their overall experience with our company. Additionally, the candidate will handle reception management, visitor assistance, meeting coordination, and various administrative tasks.

Key Responsibilities:

Customer Engagement:

Develop and maintain strong relationships with key customers.

• Act as the main point of contact for customer inquiries and concerns.
• Ensure timely and effective communication with customers.

Customer Support:

Address and resolve customer complaints and issues promptly.

• Coordinate with internal teams to ensure customer requirements are met.

Customer Retention:

Implement strategies to retain customers and enhance their loyalty.

• Conduct regular follow-ups and feedback sessions with customers.

Sales Support:

Assist the sales team in understanding customer needs and requirements.

• Provide support in preparing proposals and presentations for customers.

Reporting and Analysis:

Monitor customer satisfaction levels and provide regular reports to management.

• Analyze customer feedback and suggest improvements to enhance customer experience.

Reception Management:

Greet visitors, clients, and employees warmly and professionally.

• Ensure all visitors sign in and are directed to the appropriate person or meeting room.
• Answer, screen, and direct incoming phone calls and emails.
• Handle inquiries from external and internal stakeholders efficiently.

Visitor Assistance:

Manage the visitor logbook and inform relevant personnel of visitor arrivals promptly.

• Offer refreshments to visitors and ensure their comfort while waiting.
• Maintain a tidy and welcoming reception area.

Meeting and Appointment Management:

Manage the Director's calendar, and schedule meetings, and appointments.

• Coordinate and confirm meeting details with internal and external stakeholders.
• Ensure meeting rooms are set up and ready for use with necessary materials and equipment.

Administrative Support:

Handle incoming and outgoing mail and courier services.

• Maintain and update filing systems, both electronic and paper-based.
• Monitor and order office supplies to ensure availability and manage inventory.
• Provide administrative support to other departments as required.

Communication and Coordination:

Disseminate information and announcements within the office as needed.

• Coordinate with various departments for seamless office operations.
• Liaise with clients, suppliers, and service providers as directed.
• Ensure all communications are professional and aligned with company standards.

Customer Engagement:

Handle client queries and concerns with professionalism and efficiency.

• Ensure high levels of customer satisfaction and address any issues promptly.
• Keep in touch with existing customers by sending greetings, gifts, WhatsApp messages, emails, etc.

Lead Management:

Capture all incoming leads from various marketing campaigns.

• Enter and manage leads in the CRM ERP system (SETU).
• Conduct regular follow-ups to schedule customer visits and update lead status.

Complaint and Service Management:

Take customers complaints and service calls on the ERP system.

• Follow up with the internal team to ensure timely resolution of issues.

Professional Development:

Attend training sessions and workshops to enhance skills and knowledge.

• Stay updated with the latest industry trends and best practices in front desk management.

Miscellaneous Duties:

Assist in organizing company events, meetings, and conferences.

• Support the team with various ad-hoc tasks as required.
• Adhere to company policies and procedures, ensuring compliance with regulatory requirements.

Qualifications:

• Bachelor's degree in Marketing, Business Administration, or a related field.
• Proven experience as a Customer Relationship Manager or in a similar role.
• Excellent communication and interpersonal skills.
• Strong problem-solving and conflict-resolution abilities.
• Ability to work independently and as part of a team.
• Proficiency in CRM software and Microsoft Office Suite.
• Fluency in English and Hindi.