Customer Relationship Manager

1. Customer Relationship Management

• Develop and maintain strong relationships with existing customers.
• Maintain regular communication with key customers and decision-makers.
• Understand customer requirements, applications, upcoming projects and purchase plans.
• Maintain a structured customer database with complete contact and business information.
• Conduct regular customer follow-ups through calls, emails, meetings and visits.
• Identify customer satisfaction issues and ensure timely resolution.
• Develop long-term relationships with key accounts.

2. Customer Retention & Repeat Business

• Track existing customers and identify opportunities for repeat orders.
• Follow up for consumables, replacement products, AMC/service requirements and additional equipment.
• Identify customers who have reduced or stopped purchasing and initiate reactivation activities.
• Develop customer-wise business plans for important accounts.
• Maintain a customer retention and repeat-business tracker.

3. Sales Coordination

• Coordinate with the Sales Team for customer enquiries and opportunities.
• Ensure quotations are shared with customers within agreed timelines.
• Follow up on quotations and record the outcome in CRM/MIS.
• Track enquiries from initial enquiry to order closure.
• Coordinate with internal departments for technical clarification, pricing, delivery and commercial requirements.
• Escalate important opportunities to the Sales Head/Management.

4. Cross-Selling & Up-Selling

Identify opportunities for customers to purchase additional products/services from Prama's portfolio, including:

• Gas Management Systems
• Gas Purification Systems
• Nitrogen Generators
• Generators & Air Dryers
• Microfiltration products
• Chromatography Consumables
• Laboratory Instruments
• Thomas Oil-Free Vacuum Pumps
• Laboratory-related products and solutions
• Precision Engineering solutions
• Turnkey Laboratory Projects

Prama's gas purification systems, for example, are used with analytical applications including GC, GC-MS, HPLC, ICP, AAS, LCMS, DSC, TGA, TOC and FTIR, creating opportunities for application-based cross-selling.

5. Complaint & Service Coordination

• Receive and register customer complaints.
• Coordinate with the Service/Technical Team for resolution.
• Track complaints until closure.
• Maintain complaint ageing reports.
• Communicate expected resolution timelines to customers.
• Escalate critical or delayed complaints to the concerned manager.
• Conduct post-resolution customer follow-up.

6. Order & Delivery Coordination

• Coordinate with Sales, Production, Purchase, Stores, Logistics and Accounts for customer requirements.
• Track order status and expected delivery dates.
• Keep customers updated regarding order progress.
• Coordinate installation/commissioning requirements wherever applicable.
• Ensure proper documentation and handover.

7. Customer Feedback

• Collect regular customer feedback.
• Conduct customer satisfaction surveys where required.
• Identify recurring customer issues.
• Share customer feedback with Management.
• Suggest improvements in products, service and customer experience.

8. CRM & MIS

• Maintain accurate customer records.
• Update all customer interactions in CRM/ERP/MIS.
• Maintain enquiry, quotation, order, complaint and follow-up trackers.
• Prepare weekly and monthly customer relationship reports.
• Monitor customer-wise sales and business potential.
• Maintain key-account-wise action plans.

9. Customer Visits

• Conduct customer visits as per business requirements.
• Meet Purchase, QA/QC, R&D, Engineering, Maintenance, Production and Management personnel.
• Understand upcoming projects and laboratory requirements.
• Generate leads from existing accounts.
• Prepare visit reports and action points.

10. Market & Competitor Intelligence

• Monitor customer requirements and industry trends.
• Gather information about competitors, pricing and product offerings.
• Identify new applications and market opportunities.
• Share relevant market intelligence with Sales and Management.

11. Key Internal Interfaces

The CRM will coordinate closely with:

• Sales & Business Development
• Technical / Application Team
• Service & Maintenance
• Projects
• Production
• Purchase
• Stores & Logistics
• Accounts & Finance
• Management

Perks and benefits

Provident fund