CRM

Job Summary

We are looking for a proactive and customer-focused CRM Executive to manage customer relationships, coordinate with sales and operations teams, handle customer queries, and ensure timely follow-ups. The candidate will be responsible for maintaining accurate customer records, improving customer satisfaction, and supporting repeat business and customer retention.

Key ResponsibilitiesCustomer Relationship Management

• Build and maintain strong relationships with existing and prospective customers.


• Act as a primary point of contact for customer queries and service requirements.


• Understand customer needs and coordinate with relevant departments for solutions.


• Ensure timely follow-up with customers regarding inquiries, quotations, orders, and services.


• Maintain a high level of customer satisfaction and service quality.

Sales & Lead Coordination

• Follow up on leads, inquiries, and quotations generated by the sales team.


• Coordinate with the sales team to ensure timely customer communication.


• Track leads through different stages of the sales process.


• Identify opportunities for repeat business, upselling, and cross-selling.


• Support the sales team in converting inquiries into confirmed business.

Customer Support & Complaint Handling

• Handle customer complaints and coordinate with internal teams for resolution.


• Maintain proper records of customer feedback and complaints.


• Ensure issues are resolved within the defined timeline.


• Follow up with customers after resolution to ensure satisfaction.

CRM Management & Reporting

• Maintain accurate customer information and interaction history in the CRM system.


• Update customer follow-ups, leads, opportunities, quotations, and order status regularly.


• Prepare daily, weekly, and monthly CRM/MIS reports.


• Monitor customer retention, follow-up status, and conversion metrics.


• Ensure CRM data is accurate, complete, and up to date.

Internal Coordination

• Coordinate with Sales, Operations, Accounts, Logistics, and other departments.


• Track customer orders and provide timely updates.


• Ensure smooth communication between customers and internal teams.


• Escalate important customer issues to the appropriate manager.

Required Qualifications & Experience

• Bachelor's degree in Business Administration, Commerce, Marketing, or a related field.


• 2–5 years of experience in CRM, customer relationship management, sales coordination, customer service, or a similar role.


• Experience with CRM software is preferred.


• Experience in Yarn retailing will be an advantage.

Required Skills

• Excellent verbal and written communication skills.


• Strong customer relationship and interpersonal skills.


• Excellent follow-up and coordination abilities.


• Good knowledge of MS Excel, Word, and PowerPoint.


• Experience with CRM/ERP software.


• Strong problem-solving and complaint-handling skills.


• Good organizational and time-management abilities.


• Customer-focused and service-oriented approach.