Customer Relationship Manager (CRM)

About This Role

This Customer Relationship Manager role involves managing customer relationships, tracking orders, coordinating quotations, following up on new business opportunities, and maintaining accurate CRM records. The manager acts as a key coordination point between various internal departments and customers to ensure smooth execution of customer requirements from enquiry through to after-sales follow-up.

Responsibilities

• Maintain and regularly update customer and enquiry details in the CRM system
• Record all customer enquiries, requirements, discussions, quotations, follow-ups, and order status
• Maintain a proper database of existing, new, and potential customers
• Track customer interactions and ensure timely follow-up
• Maintain customer-wise history for future business opportunities
• Receive and register new enquiries for kitchen equipment and related products
• Understand customer requirements and coordinate with the sales/design team for technical details
• Track enquiries from initial contact until quotation and order confirmation
• Identify and follow up on new business opportunities
• Maintain a Lead / Enquiry / Opportunity Pipeline in the CRM
• Follow up with customers on pending enquiries and quotations
• Track lost enquiries and record the reason for loss
• Coordinate with the sales, design, costing, and purchase teams to prepare quotations
• Prepare and issue quotations based on customer requirements
• Ensure quotation details such as specifications, quantities, pricing, taxes, delivery period, payment terms, and validity are accurate
• Maintain quotation records in the CRM
• Follow up with customers on submitted quotations
• Track quotation status: Draft / Submitted / Under Discussion / Negotiation / Won / Lost
• Coordinate quotation revisions based on customer requirements
• Record confirmed orders in the CRM/ERP system
• Track customer orders from Order Confirmation
• Purchase
• Production
• Quality
• Dispatch
• Installation/Completion
• Coordinate with internal departments to obtain regular order status updates
• Provide customers with timely updates regarding order progress
• Highlight delays, pending approvals, material issues, or other concerns to the concerned manager
• Maintain accurate order status and expected delivery dates
• Maintain records of new and existing vendors/suppliers
• Coordinate collection of vendor details, product information, pricing, lead time, and commercial terms
• Support the purchase team in identifying and onboarding new vendors