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Customer Relations Manager

The Customer Relations Manager role is critical for the marble fabrication company to enhance customer interactions and facilitate strong relationships with both current and past clients. Given the concerns about customer relations, job oversight, and the need for increased sales, this role is poised to tackle these challenges effectively. By focusing on customer engagement, this hire can help revive past relationships and ensure that the business capitalizes on sales opportunities, thus driving growth. Additionally, the flexibility of being able to work both in-store and remotely aligns well with the business's current operational setup.

Daily Standard Operating Procedure for Customer Relations Manager

Objective

To enhance customer relationships, oversee job progress, and ensure a welcoming environment in the showroom.

Daily Tasks

  1. Morning Check-In (9:00 AM - 9:30 AM)

    • Review emails and prioritize responses.
    • Check voicemails and return urgent calls.

  2. Customer Engagement (9:30 AM - 12:00 PM)

    • Greet customers in the showroom, offering assistance and information.
    • Engage with potential clients and provide product demonstrations.
    • Follow up with past clients via phone or email to revive relationships.

  3. Job Oversight (12:00 PM - 1:00 PM)

    • Check on ongoing jobs, ensuring timelines are met and address any concerns.
    • Coordinate with the production team to resolve any issues that may arise.

  4. Lunch Break (1:00 PM - 2:00 PM)

  5. Afternoon Customer Relations (2:00 PM - 4:30 PM)

    • Continue engaging with customers and addressing their inquiries.
    • Schedule appointments for consultations.
    • Attend to email communications, focusing on client follow-ups.

  6. Sales Strategy (4:30 PM - 5:00 PM)

    • Review sales goals and strategies with the team.
    • Identify opportunities for improvement in customer service and engagement.

  7. End of Day Review (5:00 PM - 5:30 PM)

    • Document interactions and follow-ups needed for the next day.
    • Prepare for any upcoming trade shows or events.

Reporting

  • Weekly reports on customer interactions, follow-ups, and sales leads.

Communication

  • Maintain regular check-ins with management to update on progress and challenges.

Job Description: Customer Relations Manager

Responsibilities

  • Greet customers in the showroom and provide exceptional service.
  • Build and maintain relationships with current, past, and potential clients.
  • Oversee job progress and communicate with production teams.
  • Attend trade shows and industry events to network and generate leads.
  • Develop and implement strategies to improve customer satisfaction.
  • Handle customer inquiries and complaints, ensuring resolutions are achieved.

Skills

  • Excellent interpersonal and communication skills.
  • Strong organizational skills and attention to detail.
  • Ability to work both independently and collaboratively.
  • Proficient in using CRM software and other customer management tools.
  • Knowledge of the marble fabrication industry is a plus.

Qualifications

  • Bachelor's degree in Business Administration, Marketing, or a related field.
  • 3+ years of experience in customer relations or sales roles.
  • Proven track record of building customer relationships and driving sales.

Compensation

  • Salary: $50,000 - $70,000 per year, depending on experience.

Benefits

  • Flexible work environment (50/50 in-store and remote).
  • Health insurance and retirement plans.
  • Paid time off and holidays.
  • Opportunities for professional development and career growth.
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