Crm Executive

Essvee Services; Mumbai; On-site; INR 300,000 - 540,000; Full time

Job summary

Essvee Services in Mumbai is seeking a CRM Executive to manage customer communication, track enquiries, and coordinate order updates across departments. The role emphasizes timely follow-ups and accurate CRM records to enhance customer satisfaction.

The ideal candidate will coordinate with Sales, Production, Quality and Accounts, maintaining orderly databases and providing regular status updates. Freshers with strong communication skills may apply; knowledge of MS Excel/Office is essential.

Qualifications

• Graduate in Commerce, Business Administration or relevant field preferred.
• 1–3 years CRM, customer service or sales support experience; freshers may apply.
• Experience in manufacturing or B2B customer service is an advantage.
• Strong communication and coordination skills.
• Proficient with MS Excel/Office and Google Sheets.

Responsibilities

• Maintain regular communication with existing and prospective customers.
• Respond to enquiries via phone, emails and other channels.
• Direct enquiries to the appropriate sales representative.
• Build positive customer relationships with timely responses and professional communication.
• Maintain customer contact details and interaction records.
• Record incoming enquiries and update status in the CRM system.
• Follow up on pending enquiries, quotations and customer responses.
• Coordinate with Sales and BD teams to ensure timely action on leads.
• Track customer interest and ensure no enquiry remains unattended.
• Escalate important or urgent enquiries to the sales representative or manager.
• Coordinate with Sales to obtain confirmed order details and POs.
• Maintain records of order status, delivery dates and requirements.
• Provide customers with accurate order-status updates after confirmation.
• Communicate delays or changes to customers after internal confirmation.
• Receive and record customer complaints and service requests.
• Coordinate with Production, Quality, Dispatch or Sales to resolve issues.
• Follow up on pending complaints until resolution is provided.
• Keep customers informed about progress of complaints.
• Escalate serious complaints to management.
• Follow up with customers regarding outstanding payments as directed by Accounts.
• Coordinate with Accounts to verify payment status and updates.
• Assist in communicating invoice-related queries to the relevant department.
• Maintain records of payment follow-ups.

Skills

Communication skills

Telephone etiquette

Email etiquette

CRM skills

MS Excel

MS Office

Google Sheets

Record keeping

Problem solving

Multidepartment coordination

Education

Graduate in Commerce or Business Administration

Job description

JOB DESCRIPTION CRM EXECUTIVE

Gender: Female

Location: Sakinaka, Andheri East, Mumbai

Contact: Sarika - 9990725143 (share CV on WhatsApp )

Experience: 1 to 3 Years

Department: Sales & Customer Relationship Management

About the Company

Company is into manufacturer of HDPE and PP woven bags and packaging solutions, serving diverse industries with a focus on product quality, reliability and customer satisfaction.

About the Role

We are looking for a customer-focused and organized CRM Executive to manage customer communication, track enquiries, coordinate order updates and ensure timely follow-ups throughout the customer journey.

The candidate will act as a coordination link between customers and internal departments, ensuring that customer queries are addressed promptly and that order-related information is communicated accurately.

The ideal candidate should have good communication skills, a professional approach, attention to detail and the ability to coordinate with multiple departments.

Key Roles and Responsibilities

A. Customer Relationship Management

• Maintain regular communication with existing and prospective customers.
• Respond to customer enquiries through phone calls, emails and other communication channels.
• Understand customer requirements and direct enquiries to the concerned sales representative.
• Build positive customer relationships through timely responses and professional communication.
• Maintain customer contact details and interaction records.

B. Enquiry Management and Follow-ups

• Record incoming enquiries and update their status in the CRM system or designated tracker.
• Follow up on pending enquiries, quotations and customer responses.
• Coordinate with the Sales and Business Development teams to ensure timely action on leads.
• Track customer interest and ensure that no enquiry remains unattended.
• Escalate important or urgent enquiries to the concerned sales representative or manager.

C. Order Coordination

• Coordinate with the Sales team to obtain confirmed order details and purchase orders.
• Maintain records of order status, expected delivery dates and customer requirements.
• Follow up with Production and Dispatch regarding order progress and delivery schedules.
• Provide customers with accurate order-status updates after confirmation from the concerned departments.
• Communicate delays or changes to customers promptly, after internal confirmation.

D. Customer Query and Complaint Handling

• Receive and record customer complaints, concerns and service requests.
• Coordinate with Production, Quality, Dispatch or Sales to resolve customer issues.
• Follow up on pending complaints until the concerned department provides a resolution.
• Keep customers informed about the progress of their complaints.
• Escalate serious complaints or unresolved matters to management.

E. Coordination with Accounts

• Follow up with customers regarding outstanding payments as directed by the Accounts or Sales team.
• Coordinate with Accounts to verify payment status and share relevant updates.
• Assist in communicating invoice-related or payment-related queries to the concerned department.
• Maintain records of payment follow-ups and pending customer responses.

F. CRM Data Management and Reporting

• Maintain accurate customer databases and contact information.
• Update enquiry status, customer interactions, quotations and order-related information.
• Prepare daily, weekly and monthly reports on enquiries, follow-ups, pending orders and customer complaints.
• Maintain proper records of customer communication and commitments.
• Ensure that CRM data is accurate, organized and updated on time.

G. Customer Feedback and Retention

• Collect feedback regarding product quality, delivery and customer service.
• Identify recurring customer concerns and communicate them to management.
• Follow up with existing customers to understand their ongoing requirements.
• Support the Sales team in maintaining customer satisfaction and encouraging repeat business.

Key Performance Indicators (KPIs)

Performance will be evaluated based on:

• Timely response to customer enquiries.
• Completion of scheduled customer follow-ups.
• Accuracy and completeness of CRM records.
• Timely coordination of order-status updates.
• Follow-up and closure of customer complaints.
• Accuracy of customer and order reports.
• Customer satisfaction and quality of communication.

Educational Qualifications and Experience

• Graduate in Commerce, Business Administration or any relevant field preferred.

Experience

• 1 to 3 years of experience in CRM, customer service, client coordination or sales support.
• Freshers with strong communication and coordination skills may apply.
• Experience in manufacturing or B2B customer service will be an advantage.

Required Skills

• Good verbal and written communication skills.
• Professional telephone and email etiquette.
• Strong follow-up and coordination abilities.
• Customer relationship management skills.
• Working knowledge of MS Excel, MS Office and Google Sheets.
• Ability to maintain accurate records and prepare reports.
• Problem-solving skills and attention to detail.
• Ability to coordinate with multiple departments and manage tasks systematically.

Ideal Candidate Profile

The ideal candidate should be organized, responsive, patient and customer-oriented. The candidate must be comfortable handling customer calls, tracking enquiries, following up on orders, coordinating with internal teams and maintaining accurate CRM records.

Interested candidates can apply or share their updated CVs at [e-mail]

Current Openings ( Naukri )

https://www.naukri.com/essvee-consultant-jobs-careers-123488705

Current Openings ( LinkedIn )

https://www.linkedin.com/company/essvee-consultants/posts/

Thanks & Regards,

Sarika

9990725143

(WhatsApp or call)