CRM Executive

Role & responsibilities

• Manage customer relationships and ensure a high level of customer satisfaction.
• Handle customer inquiries, complaints, feedback, and service requests in a timely and professional manner.
• Coordinate with Sales, Production, Purchase, Dispatch, and Accounts departments to ensure smooth order execution.
• Track customer orders, production status, dispatch schedules, and delivery commitments.
• Follow up with customers regarding order confirmations, delivery updates, pending payments, and other business-related matters.
• Maintain and update customer databases, sales records, order details, and communication history in the CRM system or ERP.
• Ensure timely resolution of customer complaints by coordinating with the concerned internal departments.
• Prepare periodic MIS reports related to customer inquiries, order status, complaints, and customer satisfaction.
• Support the sales team in customer follow-ups, repeat orders, and business development activities.
• Maintain professional communication with existing customers and develop long-term customer relationships.
• Monitor customer feedback and identify opportunities to improve customer experience and service quality.
• Coordinate with the service and technical teams for customer issues related to products, installation, or after-sales support, wherever applicable.

Preferred candidate profile

• Good communication and interpersonal skills.
• Strong customer relationship management and follow-up skills.
• Proficiency in MS Office, particularly Excel and email communication.
• Working knowledge of CRM software and ERP systems.
• Good coordination, problem-solving, and time-management skills.
• Ability to manage multiple customer requirements simultaneously.
• Strong documentation, reporting, and data-management skills.