Customer Relationship Manager (CRM)

Job Description:

Key Responsibilities:

1. Customer Communication:
o Manage all email communications with buyers, ensuring clear, professional, and
timely responses.
2. Sample and Brief Management:
o Review all new and specific jewellery briefs, collaborating with production and
PPC (Production Planning & Control) teams to ensure samples are production
friendly.
o Send approved samples and briefs to customers, providing tracking details and
photos.

3. Inspection and Reporting:
o Prepare and send all inspection reports to customers, ensuring thorough
documentation and accuracy.
o Manage approvals for PP samples, shipment samples, and packaging samples,
including tracking details, and ensure timely customer communication.

4. Shipment and Post-Shipment Communication:
o Inform buyers once a shipment has been dispatched (mandatory for every PO).
o Notify buyers of any delays at least 10 days before shipment, ensuring
transparency and proactive issue resolution.

5. Design and Offer Management:
o Issue design briefs and prepare offers for new or existing designs.
o Prepare and send quotations for customer requests.
6. Sample and Material Follow-Up:
o Track progress and follow up on samples and materials, ensuring timely delivery
and quality control.
o Fill out specification sheets required by customers and prepare return invoices as
needed.

7. Shipment and Goods Processing:
o Verify the quality of all sample shipments, prepare Return Goods Authorization
(RGA), and coordinate with the Exim (Export-Import) department for shipment
documentation.
8. Sample and Design Planning:

o Prepare show plans, offer plans, and sample lines for customer visits, ensuring
they align with customer expectations.
o Source findings and components internally for use in new designs.