Customer Relationship Manager

Lead, supervise and manage the Customer Relationship & Sales team to achieve assigned sales targets.

Plan and monitor daily, weekly and monthly sales activities, targets and team performance.

Monitor customer inquiries, calls, messages, lead follow-ups and sales conversion.

Ensure professional and timely communication with new and existing customers.

Develop and implement strategies to increase sales, improve conversion rates and retain customers.

Monitor the complete customer journey from inquiry and follow-up to order confirmation and post-sales support.

Supervise order confirmation, order processing and coordination with relevant operational teams.

Handle important, complex and escalated customer complaints and ensure timely resolution.

Maintain strong relationships with customers and ensure a high standard of customer satisfaction.

Train, guide, motivate and evaluate team members to improve individual and overall team performance.

Analyze sales, customer service and team performance data to identify opportunities for improvement.

Prepare and submit daily, weekly and monthly sales and customer relationship reports to management.

Coordinate with Marketing, Order Processing, Delivery, Accounts and other relevant departments for smooth operations.

Identify operational challenges and take appropriate corrective actions to improve efficiency.

Ensure proper maintenance and accuracy of customer information, order records and sales data.

Monitor team discipline, work quality, attendance and overall productivity.

Ensure that company policies, sales procedures and customer service standards are properly followed.

Contribute to sales planning, promotional activities and customer retention initiatives.

Perform any other sales, customer relationship and operational responsibilities assigned by management.