Role: Customer Relationship Officer
Designation range: Officer to Sr. Executive
Reporting Officer: Merchandizing Managers
Role Category: Individual Contributor with no reportees
Minimum Qualification: Graduate (preferably in Commerce or Business Admin. Or Marketing with good communication skills in English.
Preferred Qualification: MBA – Marketing (Regular full-time)
Experience range: 2-4 years in Customer Support and Coordination between Operations and the domestic and global customers preferably in the garments industry, with good drafting skills in English, verbal and written. Involves travelling, domestic and overseas, with seniors and Directors.
Package and Company details (Website etc.)
Salary No Bar and as per the calibre & and competency level of the candidate.
Part – 2
Key Responsibility Areas (KRAs) Customer Communications
1. Complete understanding and documentation of the Customer’s needs. Matured listening skills.
2. Habit of getting polite, but prompt validation on all significant discussion points with customers.
3. Ensuring that all action points with their dates and persons responsible are reviewed and reverted.
4. Ensure that communication with customers is maintained, proactively, even when there are delays.
5. Become the single point of contact (SPOC) for client communications to ensure their convenience.
Workforce dynamics
1. Understand significant internal decision points and ensure there is no confusion while maintaining priority of serving the client’s needs in the most effective and smart way.
2. Operate in a matrix environment with multiple reporting officers, country/customer wise.
3. Drive proactiveness and responsiveness to customer communications – in internal teams – by constant soft reminders and escalation of matters, quickly.
4. Ensure that decision points and progress are communicated accurately, without mixing up clients.
5. As a SPOC, customers’ will keep high expectation on clarity and progress of their orders.
6. Anticipate any possible points of delays, and escalate the same effectively, at both ends.
Professional ethics
1. Maintain absolute confidentiality on Customer data and information.
2. Project the correct image of the company in sync with group level values and ethics.
3. Communicating with global customers w.r.t. their country’s / company’s business codes.
4. Maintain high degree of tracking and communication traceability with respect to each order.
5. Ensure effective data security, backups, and archiving through application of technology.
Traveling for Biz.
1. Will need to travel locally and globally with seniors and Directors, as a common denominator.
2. Organise files and folders and make all relevant data available to the Directors for decision making.
Part – 3
Position Placement and Reporting in current Organisation Structure
Functional: CR Officer ———> Merchandizing Managers
Part – 4
Other Requirements
This position is strategic and therefore requires matured communication skills, verbal, oral and on all presentation platforms. Ability to keep matters confidential is critical and the incumbent must have a good command on the subject. Extensive reading and research skills will come handy to be able to influence peers and superiors with professionalism. A background in garments industry and a mindset and friendliness with information technology will ensure enjoyment and success in the role.
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