Customer Relationship Manager

Job Purpose

We are looking for a proactive and customer-focused Customer Relationship Manager to manage online orders, handle customer queries, and ensure a smooth customer experience. The candidate will be responsible for managing customer communications through emails and phone calls, tracking online orders, resolving complaints, and coordinating with internal departments for timely order processing and delivery.

Key Responsibilities

A. Online Order Management

Handle and monitor daily online orders received through the company's website and other online platforms.

Verify order details, payment status, product availability, and delivery information.

Coordinate with the warehouse and dispatch teams for timely order processing and shipment.

Track pending, dispatched, delivered, cancelled, and returned orders.

Handle order modifications, cancellations, refunds, and exchange requests.

Maintain accurate records of all online orders and their status.

B. Customer Query Management – Email & Calls

Respond to customer queries received through emails and phone calls.

Handle questions related to product availability, pricing, order status, delivery timelines, returns, exchanges, and refunds.

Provide timely and professional responses to customer complaints and concerns.

Follow up with customers until their queries are resolved.

Ensure all customer emails and calls are attended to within the defined turnaround time (TAT).

Maintain proper communication records and customer feedback.

C. Customer Relationship Management

Build and maintain positive relationships with customers.

Ensure a professional and customer-friendly approach while handling complaints.

Identify recurring customer issues and suggest improvements.

Ensure customer satisfaction through timely resolution and follow-ups.

Escalate critical customer complaints to management whenever required.

D. Internal Coordination & Reporting

Coordinate with the warehouse, dispatch, accounts, sales, and IT teams.

Ensure timely updates regarding order processing and delivery.

Prepare daily reports of orders received, pending orders, complaints, returns, and resolutions.

Maintain customer databases and order-related records.

Share regular updates with management regarding customer concerns and operational issues.

Required Skills & Competencies

Excellent verbal and written communication skills.

Good email drafting and professional phone-handling skills.

Knowledge of online order management and e-commerce operations.

Strong customer-handling and problem-solving abilities.

Proficiency in MS Excel, MS Word, and email management.

Ability to manage multiple customer queries simultaneously.

Good coordination and follow-up skills.

Patience, ownership, and a customer-oriented approach.

Qualification & Experience

Education

Graduate in any stream.

Experience

2–5 years in Customer Relationship Management, E-commerce Operations, or Customer Support.

Experience handling website orders and customer queries through email and phone will be preferred.

Expected Daily Deliverables

Daily online order status report.

Overall Responsibility: To ensure smooth online order management, timely customer communication, effective complaint resolution, and a positive customer experience for Lyallpur Emporium.

Pending and delayed order report.

Customer email and call query report.

Complaint and resolution tracker.

Return, exchange, and refund follow-up report.

Pay

₹20,000.00 - ₹35,000.00 per month

Work Location

In person