CRM Executive PPE Tools

Mtandt Group; Zone 11 Valasaravakkam; On-site; INR 350,000 - 520,000; Full time

Job summary

Mtandt Group is seeking a CRM Executive in India to manage leads, coordinate with sales and operations, and ensure accurate CRM records from lead to order.

You will maintain customer relationships, track quotations and deliveries, support MIS reporting, and help improve customer satisfaction through proactive communication and timely follow-ups.

Qualifications

• Experience working with CRM/ERP software and maintaining lead, customer, quotation and order information.
• Proven ability to coordinate across cross-functional teams and manage multiple activities.
• Strong communication skills, both verbal and written, with excellent follow-up.
• Experience with MS Excel/Google Sheets for MIS reporting and data analysis.

Responsibilities

• Lead management & sales coordination across channels and CRM updates.
• Develop and maintain strong customer relationships and handle inquiries.
• Coordinate order-to-delivery across Sales, Operations, Logistics and stores.
• Follow up on payments, monitor collections and overdue accounts.
• Collect feedback and drive post-sales engagement for continuous improvement.

Skills

Customer relationship management

Communication

Coordination & ownership

Excel / Google Sheets

CRM / ERP software

Tools

MS Excel

MS PowerPoint

CRM/ERP Software

Focus software

Job description

KEY RESPONSIBILITIES

1. Lead Management & Sales Coordination

• Receive, record and maintain leads generated through various channels.
• Allocate leads to the appropriate internal sales representative.
• Monitor lead status and ensure timely follow-up.
• Track the complete Lead-to-Offer-to-Deal process.
• Follow up with the sales team on pending enquiries and quotations.
• Ensure offer/quotation status is updated accurately in the CRM/system.
• Identify inactive, delayed or pending opportunities and ensure timely action.
• Maintain accurate daily lead and opportunity records.

2. Customer Relationship Management

• Develop and maintain strong relationships with existing and new customers.
• Understand customer requirements and coordinate with the appropriate internal team.
• Maintain regular communication with customers throughout the buying process.
• Provide customers with timely updates on quotations, orders and deliveries.
• Build customer confidence and trust through professional and responsive communication.
• Handle customer queries and coordinate internally for timely resolution.
• Maintain long-term customer relationships and support repeat business.
• Identify opportunities to improve customer experience and increase business volume.

3. Order-to-Delivery Coordination

• Coordinate the complete Order-to-Delivery process.
• Track customer orders from confirmation until final delivery.
• Coordinate with Sales, Operations, Stores, Dispatch/Logistics and other relevant departments.
• Monitor order progress and identify potential delays.
• Keep customers informed about order and delivery status.
• Follow up internally to ensure customer commitments are fulfilled.
• Escalate critical delays, customer concerns and unresolved issues.
• Maintain proper records of order and delivery status.

4. Payment & Collection Follow-up

• Follow up with customers for pending payments.
• Monitor customer outstanding balances in coordination with Accounts/Finance.
• Track Collections vs. Outstanding.
• Maintain payment commitment and follow-up records.
• Coordinate with internal teams regarding overdue accounts.
• Ensure regular follow-up on pending collections.
• Highlight critical or delayed payments to the concerned stakeholders.

5. Customer Feedback & Post-Sales Engagement

• Collect customer feedback after each transaction.
• Understand customer concerns related to product, delivery, service and buying experience.
• Record customer feedback accurately in the system.
• Coordinate internally to resolve customer concerns.
• Track corrective actions until closure.
• Identify recurring issues and suggest opportunities for improvement.
• Record customer appreciation and positive feedback.
• Support continuous improvement initiatives to enhance customer satisfaction.

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MRO / PPE & TOOLS BUSINESS SUPPORT

• Support the MRO division in customer relationship and sales coordination activities.
• Develop a working understanding of PPE, Safety Products, Industrial Tools and MRO products.
• Understand customer requirements and connect them with the appropriate product/sales representative.
• Support both existing customer business and new customer development.
• Identify opportunities to increase business from existing customers.
• Maintain regular engagement with key customers.
• Support the sales team in improving customer conversion and customer retention.
• Participate in customer visits and meetings as required.

CRM, MIS & DATA MANAGEMENT

The CRM Executive will be responsible for maintaining accurate customer, lead, offer and order information and preparing regular reports for management.

Key Reports

• Lead Status Report
• Lead-to-Deal Conversion Report
• Offer/Quotation Status Report
• Conversion Ratio
• Customer Improvement Plan vs. Achievement
• Late Delivery %
• Collections vs. Outstanding
• Customer Satisfaction Report
• Customer Feedback Report
• Customer Appreciation Report
• Weekly Management Reports
• Monthly Management Reports

CRM / ERP Responsibilities

• Maintain accurate customer and lead information.
• Update lead, offer and order status regularly.
• Monitor pending follow-ups and activities.
• Generate reports from CRM/ERP systems.
• Ensure data accuracy and completeness.
• Maintain proper records of customer interactions.
• Use system data to identify pending opportunities and customer issues.

REQUIRED SKILLS & COMPETENCIES

Customer Relationship Management

• Strong customer relationship and interpersonal skills.
• Customer-centric approach.
• Ability to build rapport and maintain long‑term relationships.
• Ability to handle customer concerns professionally.

Communication

• Excellent verbal communication skills.
• Good written communication skills.
• Strong follow‑up and coordination skills.
• Ability to communicate effectively with customers and internal stakeholders.

Coordination & Ownership

• Strong coordination and follow‑up ability.
• Ability to manage multiple activities simultaneously.
• Good delegation and task‑monitoring skills.
• Ability to work effectively with cross‑functional teams.
• Strong ownership and problem‑solving approach.

Excel & Reporting

• Good working knowledge of MS Excel / Google Sheets.
• Ability to maintain and analyze customer and sales data.
• Ability to prepare MIS reports.
• Working knowledge of formulas, filtering, sorting and Pivot Tables is preferred.
• Ability to create structured formats and reports for management review.

CRM / System Knowledge

• Experience working with CRM/ERP software.
• Ability to maintain lead, customer, quotation and order information.
• Knowledge of Focus software will be an advantage.

PREFERRED CANDIDATE PROFILE

Candidates with experience in the following areas will be preferred:

• CRM / Customer Relationship Management
• Sales Coordination
• Sales Support
• Inside Sales
• Customer Success
• Order Management
• MRO Products
• PPE / Safety Products
• Industrial Tools
• Hand Tools
• Power Tools
• Industrial Consumables
• B2B Sales Coordination

Candidates who have experience managing B2B customers, sales coordination, order processing, customer follow‑up and MIS reporting will be preferred.

FIELD & CUSTOMER INTERACTION

This is a customer‑facing role involving field visits and travel to customers.

The candidate should be comfortable with:

• Customer visits and meetings
• Requirement gathering
• Product/order follow‑up
• Customer relationship management
• Post‑sales follow‑up
• Payment follow‑up
• Customer issue resolution

KEY PERFORMANCE INDICATORS

Performance will be evaluated based on:

• Lead allocation and follow‑up
• Lead‑to‑deal conversion
• Pending quotation follow‑up
• CRM data accuracy
• Customer engagement
• Order‑to‑delivery coordination
• Reduction in delayed deliveries
• Customer satisfaction
• Customer feedback and issue resolution
• Collection follow‑up
• Outstanding payment monitoring
• Existing customer business growth
• Timeliness and accuracy of MIS reports
• Customer retention and relationship development

WORK TOOLS

• Laptop
• Official Email ID
• Mobile/SIM
• CRM/ERP Software
• MS Excel / Google Sheets
• MS PowerPoint