Executive - Customer Relations

About the role

The Executive – Customer Relations is responsible for managing customer requests related to development projects, coordinating with internal technical teams, and ensuring timely, satisfactory delivery of products or services. The role requires strong communication, thorough documentation, cost estimation, quality assurance, and the ability to maintain solid relationships with stakeholders.

Key responsibilities

• Serve as the primary point of contact for customer inquiries and development requests, understanding requirements and providing assistance.
• Collaborate with internal technical teams to assess feasibility and coordinate accurate execution of development requests.
• Provide prorated cost estimates for all development requests, ensuring transparency and pricing accuracy.
• Generate and manage Development Request Forms (DRFs), communicate development-ready dates, and maintain comprehensive documentation of interactions and project details.
• Ensure projects meet quality standards outlined in the DRF by working closely with business development and technical teams.
• Obtain price quotations, update relevant systems, and communicate any price changes or deviations to customers.
• Handle customer sample requests, oversee lab dip completion for color prints, and provide shade numbers for pre‑dyed or cross‑dyed elastics.
• Conduct regular customer visits to strengthen relationships, gather feedback, and address concerns within 24 hours.
• Maintain high‑standard customer service by promptly answering calls, returning missed calls, and responding to emails within 24 hours.
• Update on‑time delivery, pipeline, and price charts regularly to provide accurate information to stakeholders.
• Perform additional duties as requested by management.

Required profile

• Educational qualification: CIM (or equivalent).
• Proven experience managing customer requests for development projects.
• Ability to coordinate technical teams and assess project feasibility.
• Strong communication and documentation skills.
• Experience in cost estimation, pricing management, and quality assurance.
• Familiarity with sample handling and color management processes.
• Willingness to travel for customer visits and relationship building.

Required skills