Customer Relationship Manager

Top Job

Located in Shreveport, LA

Salary: DOE

CRM Manager’s Goals

Transition /Build a Customer Relationship Management (CRM) team that focuses on;

1. Making sure our customers get the level of service that we strive for – On time delivery, correct record keeping & billing, and attention to the customers’ needs.

This will entail working closely with the Branch Route Sales teams.

1. Building relationships with our customers and maximize those relationships to drive customer satisfaction, growth, and profitability.

• Train customers to do the things that avoid issues. i.e Leave bottles out, Understand and pay their bills, and other things that can lead to disrupted service.
• Encourage and convince our customers to refer us to friends and associates.

1. Being pro-active instead of re-active. Solving things that cause issues instead of just reacting to them. 
2. Using effective “Inside Sales” tools and techniques to actively seek out and acquire new customers.

Some of the duties:

• Working closely with our GM and ownership to analyze current CRM methods and develop new ones to help CRM Reps to build relationships with current and prospective customers. (This may include working with our Route Delivery software provider and/or exploring CRM software that can be interfaced with our current system.)
• Improving professional and technical knowledge by tracking emerging trends in Customer Relations Management. Participating in marketing/sales events.
• Defining requirements for Customer Relationship Team Reps (CRRs).
• Setting and accomplishing CRM objectives by recruiting, training, and coaching current and future employees.
• Planning and managing the delivery CRM marketing campaigns.
• Monitoring, Tracking and reporting on KPI’s and performance metrics of CRRs and our Route Sales Reps (RSRs).
• Leading the development of a modified pay structure that rewards CRRs that are effective.

 

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