Job Description

1. Client Relationship Management Act as the primary point of contact for existing international clients and maintain long-term business relationships. Understand client needs, preferences, and expectations to ensure high customer satisfaction. Schedule regular check-ins, follow-ups, and business review meetings to strengthen client relationships. Ensure timely resolution of client queries, concerns, and complaints. Maintain a client database with updated records of interactions, preferences, and order history. 2. Order Management & Coordination Oversee the entire order lifecycle, from order confirmation to final delivery . Coordinate with sales, production, and logistics teams to ensure timely order fulfillment. Keep clients updated on order status, shipping timelines, and any potential delays . Manage modifications, cancellations, or rescheduling of orders as per client requests. 3. Export Documentation & Compliance Ensure all export documentation is accurately prepared and shared with clients, including: Proforma invoices Commercial invoices Packing lists Bills of lading Certificates of origin Customs clearance documents Stay updated on export regulations, trade compliance, and Incoterms to guide clients. 4. Post-Sales Support & Issue Resolution Address and resolve client concerns related to product quality, shipment issues, or payment terms . Collaborate with the quality assurance team to handle complaints and provide resolutions. Process claims, refunds, or replacements if required, ensuring customer satisfaction. Collect and analyze customer feedback to improve service quality. 5. CRM System & Data Management Maintain and update client interactions, order details, and feedback inGoogle Sheets. Generate reports on customer retention, order trends, and service quality . Analyze data to identify upsell or cross-sell opportunities within existing accounts. 6. Payment & Account Management Monitor outstanding payments and ensure timely follow-ups with clients for collections. Coordinate with the finance team for invoice generation, credit terms, and payment reconciliations . Address any disputes related to pricing, taxes, or payment delays . 7. Relationship Building & Client Retention Strategies Develop personalized client engagement programs (e.g., exclusive offers, loyalty discounts). Send greetings on festivals, anniversaries, and milestones to maintain goodwill. Organize client appreciation events, webinars, or product updates to strengthen ties.