CUSTOMER RELATION OFFICER

Job Summary

The CRO in the Ready-Mix Concrete business is responsible for managing client relationships, ensuring timely delivery coordination, handling customer queries, and supporting sales and operations to achieve customer satisfaction and retention.

Key Responsibilities

1. Customer Relationship Management

• Act as the primary point of contact for clients (builders, contractors, project managers).

• Maintain strong relationships with existing customers.

• Address customer complaints and ensure quick resolution.

• Conduct regular follow-ups to ensure satisfaction.

2. Order Management & Coordination

• Receive and process RMC orders from customers.

• Coordinate with plant, dispatch, and logistics teams for timely delivery.

• Track order status and update customers proactively.

• Ensure proper documentation of orders and deliveries.

3. Sales Support

• Support the sales team in lead follow-ups and client communication.

• Assist in preparing quotations and proposals.

• Help in converting inquiries into confirmed orders.

4. Billing & Payment Follow-up

• Coordinate with accounts for invoice generation.

• Follow up with customers for payments and outstanding dues.

• Maintain records of transactions and credit limits.

5. Complaint Handling & Quality Feedback

• Record and escalate quality or service-related issues.

• Work with quality and plant teams to resolve concerns.

• Collect feedback to improve service delivery.

6. MIS & Reporting

• Maintain daily reports on orders, deliveries, and customer interactions.

• Track key metrics like order fulfillment, delays, and complaints.

• Prepare weekly/monthly reports for management.

Required Skills & Competencies

• Strong communication and interpersonal skills

• Good coordination and multitasking ability

• Basic knowledge of construction materials (especially RMC)

• Problem-solving and customer-handling skills

• Proficiency in MS Excel / ERP systems