Job Purpose:
To manage customer relationships, maintain customer data, coordinate with sales and service teams, follow up with leads and customers, and ensure a smooth customer experience throughout the sales and after-sales process.
Key Responsibilities
- Maintain and update customer information in the CRM system.
- Manage leads, enquiries, quotations, orders, and customer follow-ups.
- Follow up with prospective customers and track lead status.
- Coordinate with the Sales, Production, Dispatch, Accounts, and Service teams.
- Monitor pending enquiries, quotations, orders, payments, and deliveries.
- Maintain accurate records of customer interactions and communication.
- Prepare daily/weekly/monthly CRM reports for management.
- Track customer complaints and coordinate for timely resolution.
- Conduct customer follow-ups after delivery/service to collect feedback.
- Maintain customer databases and ensure data accuracy.
- Identify inactive or potential customers for follow-up.
- Support the sales team in improving lead conversion and customer retention.
- Ensure timely communication with customers through calls, WhatsApp, email, etc.
- Maintain confidentiality of customer and company information.
Required Skills
- Good communication and interpersonal skills
- Customer-handling skills
- Good follow-up and coordination abilities
- Basic to advanced MS Excel
- Knowledge of CRM software
- Good data-entry and documentation skills
- Ability to prepare reports
- Problem-solving and time-management skills
- Attention to detail
Qualification
Graduate in any discipline; BBA/B.Com/MBA or relevant qualification preferred.
Experience
1–3 years in CRM, customer service, sales coordination, telecalling, or a similar role preferred.
KPIs for CRM Executive
- Number of leads followed up
- Lead conversion rate
- Follow-up completion %
- Customer response rate
- Pending enquiry/quotation ageing
- Customer complaint resolution time
- Customer satisfaction
- Repeat business/customer retention
Pay: ₹15,000.00 - ₹20,000.00 per month
Work Location: In person
