Customer Relationship Manager

JOB DESCRIPTION – Customer Service Representative (CSR)

1. Job Purpose

To provide excellent customer service by managing order processing, coordinating with sales & logistics teams, supporting dealers/distributors, and ensuring timely supply of automotive products and spare parts.

2. Key Responsibilities

A. Customer Interaction & Support

• Serve as the primary point of contact for dealers, distributors, workshops, and OEM customers.
• Respond promptly to customer inquiries regarding product availability, pricing, lead times, and order status.
• Handle calls, emails, WhatsApp messages, and portal-based customer queries.
• Maintain a strong understanding of automotive products, spare parts, and catalog references.

B. Order Management

• Process customer purchase orders in SAP/ERP with accuracy.
• Coordinate with warehouse and dispatch teams for timely order picking, packing, and delivery.
• Prepare and share order acknowledgements, proforma invoices, and backorder reports.
• Monitor order status and ensure customers receive timely updates.
• Track and coordinate urgent, high-priority, or breakdown orders.

C. Inventory & Product Coordination

• Check daily stock availability and update customers/sales teams.
• Coordinate with procurement for out-of-stock, replenishment, and fast-moving automotive parts.
• Handle NPI (new product introduction) info and share catalog updates with customers.

D. Complaint Handling & Resolution

• Register and manage customer complaints regarding delays, shortages, damaged items, or incorrect parts.
• Coordinate with QC, warehouse, sales, and logistics to resolve issues quickly.
• Maintain complaint logs and ensure closure within defined timelines.

E. Documentation & Reporting

• Maintain customer master data, order logs, and communication records in ERP/CRM.
• Prepare daily, weekly, and monthly MIS reports (order status, sales support, backorders, etc.).
• Support the sales team with quotations, pricing, and customer history reports.

3. Skills & Competencies

• Strong communication skills (written & verbal).
• Excellent product coordination and customer-handling skills.
• Knowledge of automotive spare parts / automotive distribution (preferred).
• Experience with SAP/ERP order management.
• Ability to handle high-volume orders and multi-task efficiently.
• Strong follow-up, coordination, and problem-solving skills.
• Proficiency in MS Excel, Word, and Outlook.

4. Qualifications & Experience

• Graduate in Commerce/Business/Engineering.
• 1–4 years of experience in Customer Service / Sales Coordinator roles.
• Experience in automotive distribution, spare parts trading, or OEM supply chain preferred.

5. Personal Attributes

• Customer-focused and proactive.
• Good product understanding and attention to detail.
• Team player with a sense of urgency.
• Ability to work under pressure and with tight deadlines.

6. Key Performance Indicators (KPIs)

• Customer satisfaction ratings.
• Order accuracy and on-time order processing.
• Turnaround time for queries and complaint resolution.
• Reduction in pending/backorder complaints.
• Coordination efficiency with warehouse and logistics.

Job Types: Full-time, Permanent

Pay: ₹300,000.00 - ₹600,000.00 per year

Benefits:

• Health insurance
• Provident Fund

Application Question(s):

• Current CTC
• Expected CTC

Work Location: In person