JOB DESCRIPTION – CRM / CUSTOMER RELATIONSHIP EXECUTIVE
Department: Customer Relationship Management (CRM)
Designation: CRM Executive / Customer Relationship Executive
Experience: 3–4 Years
Qualification: Any Degree / Diploma; Engineering qualification preferred
Language: Hindi – Mandatory, English – Good communication skills
Gender: Male & Female
Location: Chennai
Gross: 32K to 34K
Job Purpose
Key Responsibilities
- Handle customer enquiries received through phone, email, tender and other communication channels.
- Understand and record customer requirements accurately and maintain the Enquiry Register.
- Prepare and coordinate quotations based on approved price lists, customer requirements and applicable discounts.
- Receive and verify customer Purchase Orders (PO) against the enquiry and quotation.
- Conduct/coordinate Contract Review and ensure all customer requirements are communicated to concerned departments.
- Prepare and coordinate Work Orders, Job Detail Releases (JDR), Order Acknowledgements and related CRM documents.
- Maintain and regularly update the Customer Order Register and Pending Order List.
- Coordinate with Production for order status and provide the Sales Prospect / order information required for production planning.
- Coordinate with Design, Production, Purchase and CRM teams for new product/customized product enquiries and feasibility review.
- Coordinate with customers regarding technical clarifications, specifications, amendments and deviations.
- Handle customer PO amendments, JDR amendments and other changes and communicate them to the concerned departments.
- Coordinate with Stores and Accounts for dispatch clearance, commercial documentation and customer site readiness.
- Coordinate dispatch schedules and communicate dispatch details to customers.
- Coordinate with the Service Team for installation planning and customer site readiness.
- Follow up with customers for installation completion and pending payments as per agreed payment terms.
- Maintain proper CRM records and ensure required documents are filed/retained as per company procedure.
- Collect and coordinate Customer Satisfaction Survey – Form A & Form B with Sales/Service teams.
- Follow up with customers who provide “Needs Improvement” or “Not Satisfied” feedback and coordinate corrective action.
- Monitor delivery performance against committed and actual dispatch dates.
- Assist in order loss analysis and provide required information to management.
- Prepare regular CRM reports and provide updates to management.
- Participate in weekly order review meetings and coordinate action points with concerned departments.
- Ensure all customer communications and commitments are properly recorded and followed up.
Required Skills
- Hindi communication is mandatory – ability to communicate confidently with Hindi-speaking customers.
- Good verbal and written English communication.
- Strong customer handling and follow-up skills.
- Good coordination skills with multiple departments.
- Knowledge of quotation, PO and order processing.
- Basic understanding of commercial terms and payment follow-up.
- Good MS Office / Excel knowledge.
- Ability to maintain records and prepare reports.
- Good negotiation, problem-solving and interpersonal skills.
- Ability to handle multiple customer orders and priorities.
Preferred Experience
- 3–4 years of experience in CRM / Customer Support / Sales Coordination / Order Processing / Customer Relationship Management.
- Experience in manufacturing / engineering / industrial equipment / pharma equipment companies will be an advantage.
- Experience in handling B2B customers, quotations, purchase orders, dispatch and installation coordination will be preferred.
Key Performance Indicators (KPI)
- Timely enquiry and quotation processing.
- Order processing accuracy.
- PO / Contract Review accuracy.
- Timely order status follow-up.
- On-time dispatch coordination.
- Installation and payment follow-up.
- Customer satisfaction score.
- Closure of customer complaints/feedback.
- Proper maintenance of CRM records and documents.
- Timely submission of CRM reports.
Reporting
Reports to: CRM Manager / Senior Manager – CRM / Manager – Sales
Internal Coordination: Sales, Design & Development, Production, Purchase, Stores, Accounts, Service and Management.
Pay: From ₹32,000.00 per month
Benefits:
- Health insurance
- Leave encashment
- Paid sick time
- Provident Fund
Work Location: In person
