Executive – CRM

Uttam Bharat; Jaipur; On-site; INR 400,000 - 600,000; Full time

Job summary

A leading engineering company in Jaipur is seeking a Customer Experience Coordinator to ensure a smooth post-order customer experience. You will manage approvals, inspections, payments, and delivery to align with customer satisfaction and sales goals. The ideal candidate has a degree and at least 2 years of relevant experience, with excellent communication and coordination skills. This role offers a chance to enhance customer satisfaction significantly.

Qualifications

• Min. 2 years’ experience in a similar role at an engineering company.

Responsibilities

• Ensure timely processing of orders.
• Delight customers with timely resolution of enquiries.
• Prepare monthly sales plan and production requirement plan.
• Collect customer feedback and improve customer satisfaction.

Skills

Excellent Communication and interpersonal skills

Excellent Cross-functional Coordination skills

Process Orientation

Ability to handle difficult situations with customers

Customer Centricity

Ability to review contracts, commercial terms in orders

Computer Skills – Google Workspace Apps, Excel, Gmail, SAP B1

Education

Graduate in Any Stream

Tools

SAP B1

Google Workspace Apps

Excel

Job description

Overview

MAIN PURPOSE OF THE JOB: To ensure a smooth post-order customer experience by coordinating approvals, inspections, payments, and delivery, aligning all activities with customer satisfaction and the company's sales goals.

Key Accountabilities

• KEY RESULTS:
  • Ensure timely processing of order.
  • Delight customer timely resolution of enquiries.
  • Ensure timely receipt of payments.
  • Ensure adherence of monthly sales plan.
  • Collect customer feedback & improve customer satisfaction.
  • Collaborate with other departments to ensure timely delivery.
• KEY ACTIVITIES:
  • Coordinate with the design team to prepare and submit drawings to customers.
  • Follow up with customers to secure drawing approvals within agreed timelines.
  • Regularly update customers on order milestones (production, inspection, dispatch).
  • Serve as the main point of contact for customers, promptly addressing inquiries or concerns.
  • Schedule customer inspections and coordinate approvals to ensure alignment with order timelines.
  • Monitor payment schedules and follow up on due payments as per agreed terms.
  • Prepare bank guarantee (BG) draft, get customer approval, coordinate with accounts for getting the BG made and submit to customer.
  • Report on payment statuses to ensure timely cash flow aligned with the sales plan.
  • Coordinate with logistics to manage the dispatch schedule, ensuring timely delivery.
  • Keep customers informed about dispatch dates and handle any logistics-related queries.
  • Communicate with Engineering, Production, and Quality teams to address and resolve order-specific issues.
  • Track resolution progress for any issues that could impact customer satisfaction or delivery timelines.
  • Ensure internal stakeholders are updated on customer feedback or concerns affecting current or future orders.
  • Prepare monthly sales plan and production requirement plan to ensure sales plan adherence.
  • Collect customer feedback and document insights to identify areas for service improvement.
  • Implement customer feedback-driven improvements and track satisfaction metrics.

Experience & Qualifications

Qualification (Must/Desirable): Graduate Any Stream

Experience: Min. 2 years’ experience in similar role at an engineering company

Special Skills

• Excellent Communication and interpersonal skills.
• Excellent Cross-functional Coordination skills.
• Process Orientation.
• Ability to handle difficult situations with customers.
• Customer Centricity.
• Ability to review contracts, commercial terms in orders.
• Computer Skills – Google Workspace Apps, Excel, Gmail, SAP B1