CRM Executive (Customer Relationship Management Executive)

Shani Corporation Limited; Bulandshahr; On-site; INR 550,000 - 750,000; Full time

Job summary

Shani Corporation Limited in Bulandshahr, Sikandrabad, Uttar Pradesh is hiring a CRM Executive to manage customer relationships, data, and sales coordination. You will handle inquiries, follow up leads, and ensure timely resolutions while maintaining accurate CRM records.

The role demands excellent communication, strong data management, and the ability to work with cross-functional teams including Sales, Marketing, Production, Dispatch, and Accounts to deliver superior customer service and drive

Qualifications

• Graduate or Postgraduate in Business Administration, Marketing, Sales, or a related field.
• 15 years of experience in CRM, Customer Service, Sales Coordination, or Customer Relationship Management.
• Experience in Manufacturing / Building Materials / uPVC industry preferred.

Responsibilities

• Manage customer relationships and data records.
• Coordinate with sales team and follow up leads.
• Handle customer queries and complaints with timely resolutions.
• Maintain CRM data, records of meetings, quotations, orders.
• Coordinate with multiple departments for customer-related issues.
• Prepare daily, weekly and monthly CRM MIS reports.
• Track lead status and conversions; ensure none unattended.

Skills

Communication

Customer follow-up

CRM software

MS Excel

Data management

Lead handling

Coordination

Attention to detail

Teamwork

Education

Graduate or postgraduate in business/admin

Tools

CRM software

MS Excel

Job description

JOB DESCRIPTION

Position: CRM Executive (Customer Relationship Management Executive)

Department: Customer Relationship Management (CRM) / Finance
Location: Bulandshahr, Sikandrabad, Uttar Pradesh
Job Type: Full-Time
Company: Shani Corporation Limited (SCL CORA)
Industry: Manufacturing / Building Materials / uPVC Profiles for Windows & Doors
Reporting To: CRM Manager / Finance Manager/ Sales Head / Management

About the Company

Shani Corporation Limited (SCL CORA) is engaged in the manufacturing and marketing of high-quality uPVC profiles for windows and doors. The company is committed to delivering quality products and maintaining strong and long-term relationships with customers, dealers, fabricators, architects, builders, contractors, and other business partners.

Position Overview

The CRM Executive will be responsible for managing customer relationships, maintaining customer and sales data, coordinating with the sales team, handling customer queries and complaints, and ensuring timely follow-up of leads and business opportunities.

The role requires strong communication, coordination, data management, and customer service skills.

Roles & Responsibilities

1. Customer Relationship Management

• Maintain professional and positive relationships with existing and potential customers.
• Regularly follow up with customers regarding enquiries, orders, requirements, and feedback.
• Ensure timely response and resolution of customer queries and concerns.
• Maintain complete customer communication and interaction records.

2. Lead & Enquiry Management

• Receive, record, and maintain all customer enquiries and leads.
• Assign leads to the concerned Sales Manager or Business Development Executive.
• Regularly follow up with the sales team regarding the status of assigned leads.
• Ensure that no important enquiry or business opportunity remains unattended.
• Maintain a proper record of lead conversion and pending enquiries.

3. Sales Coordination

• Coordinate with the Sales and Business Development teams for customer follow-ups.
• Maintain records of customer meetings, enquiries, quotations, orders, and sales activities.
• Support the sales team in maintaining accurate and updated customer information.
• Follow up on pending quotations and business opportunities.

4. CRM Data Management

• Maintain accurate and updated customer data in the CRM system.
• Ensure proper entry of customer details, enquiries, follow-ups, and sales activities.
• Regularly update lead status and customer interaction records.
• Maintain confidentiality and accuracy of all customer and company data.

5. Customer Complaint & Feedback Handling

• Receive and record customer complaints and feedback.
• Coordinate with the concerned department for timely resolution.
• Regularly follow up until the complaint or issue is resolved.
• Maintain records of complaints, actions taken, and resolutions.

6. Reporting & MIS

• Prepare daily, weekly, and monthly CRM reports.
• Prepare reports related to leads, enquiries, follow-ups, conversions, pending cases, and customer complaints.
• Share CRM updates and reports with the reporting manager.
• Analyse pending leads and follow-ups and highlight important business opportunities.

7. Interdepartmental Coordination

• Coordinate with the Sales, Marketing, Production, Dispatch, Accounts, and other departments as required.
• Ensure smooth communication between customers and internal departments.
• Assist in resolving customer-related issues through proper coordination.

Key Skills & Competencies

• Excellent verbal and written communication skills.
• Strong customer relationship and follow-up skills.
• Good knowledge of CRM software and MS Excel.
• Strong data management and reporting skills.
• Ability to handle multiple customers and enquiries simultaneously.
• Good coordination and problem-solving abilities.
• Attention to detail and accuracy.
• Ability to work independently and as part of a team.

Qualification

• Graduate or Postgraduate in Business Administration, Marketing, Sales, or a related field.
• Additional certification or experience in CRM will be an advantage.

Experience

• 15 years of experience in CRM, Customer Service, Sales Coordination, or Customer Relationship Management.
• Experience in the Manufacturing, Building Materials, uPVC, Construction, or related industry will be preferred.

Key Performance Indicators (KPIs)

• Timely follow-up of customer enquiries and leads.
• Lead conversion rate.
• Accuracy and completeness of CRM data.
• Customer response and resolution time.
• Number of pending enquiries and follow-ups.
• Customer satisfaction and retention.
• Timely submission of CRM and MIS reports.