CRM & Outstanding Executive

Department: CRM / Accounts Coordination

Experience: 1–3 Years preferred

Job Type: Full-Time

Location: Surat

About the Role

We are looking for a responsible and organized CRM & Outstanding Executive who will be responsible for customer communication, outstanding/payment follow-ups, maintaining customer records, managing customer groups, and coordinating day-to-day customer queries.

The candidate will act as an important link between the Customer, Sales Team, Accounts Team and Management and will ensure that customer information, outstanding records and follow-ups are properly maintained.

Key Responsibilities

1. Outstanding Calling & Payment Follow-Up

- Make regular calls to customers regarding pending/outstanding payments.
- Follow up with customers for overdue bills and payment commitments.
- Share outstanding statements/details with customers through WhatsApp, email or other approved channels.
- Maintain proper records of payment follow-ups.
- Record the customer’s response, expected payment date and payment commitment.
- Regularly follow up on promised payment dates.
- Coordinate with the Accounts Team regarding payment status and adjustments.
- Escalate long-pending or critical outstanding cases to the concerned senior/team member.
- Ensure that no important outstanding follow-up is missed.
- Maintain a daily calling and follow-up report.
- Keep customer-wise payment follow-up history updated.

2. Customer Records & Data Management

- Maintain records of outstanding bills, due dates, payment commitments and follow-ups.
- Ensure customer records are properly categorized
- Avoid duplication or incorrect customer records.
- Keep all customer-related information organized and easily accessible.

3. Overall CRM Management

- Handle day-to-day customer queries received through WhatsApp, calls or other communication channels.
- Understand the customer’s requirement and provide the appropriate response or coordinate with the concerned department.
- Forward sales/product-related queries to the concerned salesperson.
- Coordinate with the Accounts Team for payment,



outstanding and billing-related queries.
- Coordinate with Dispatch/Operations wherever required for delivery, LR, parcel or order-related queries.
- Maintain proper follow-up until the customer’s query is resolved.
- Ensure that customer queries are not left unanswered.
- Maintain a record of pending queries and follow up until closure.
- Identify important or repeated customer issues and report them to management.

4. WhatsApp & Customer Group Management

- Create and maintain customer WhatsApp groups as per company requirements.
- Add/remove customers or relevant staff members when required.
- Maintain proper naming and categorization of customer groups.
- Share approved company announcements, outstanding statements, updates and other relevant information.
- Ensure that the correct information is shared with the correct customer/group.
- Monitor customer responses and queries received in groups.
- Maintain professionalism and discipline in all customer communication.
- Ensure company communication is clear, polite and timely.

5. CRM Follow-Up & Coordination

- Maintain a daily follow-up list of customers.
- Track pending customer responses and commitments.
- Coordinate between Sales, Accounts, Dispatch and Management whenever required.
- Ensure important customer requests are followed up until completion.
- Maintain records of important customer conversations and commitments.
- Identify customers requiring regular follow-up.
- Prepare daily/weekly CRM reports for management.
- Ensure that customer-related information is properly handed over whenever responsibility shifts between employees.

Daily Responsibilities

- Review pending outstanding list.
- Prepare priority-wise calling/follow-up list.




- Make outstanding/payment follow-up calls.
- Share outstanding statements with customers.
- Update payment commitments and customer responses.
- Check pending customer queries.
- Coordinate with Sales/Accounts/Dispatch for unresolved issues.
- Update CRM/customer records.
- Follow up on previously committed actions.
- Maintain daily calling and CRM activity report.
- Ensure all significant customer queries and follow-ups are closed or properly carried forward.

Required Skills

- Good communication and customer-handling skills.
- Comfortable making regular phone calls.
- Good Hindi and English communication
- Basic knowledge of Excel/Google Sheets.
- Comfortable using WhatsApp and other communication tools.
- Good understanding of data entry and record maintenance.
- Ability to work with CRM/ERP software.
- Good follow-up and coordination skills.
- Strong attention to detail.
- Ability to maintain confidentiality of customer and financial information.
- Polite, patient and professional behaviour.
- Ability to handle multiple customers and follow-ups simultaneously.

Ideal Candidate

The ideal candidate should be organized, disciplined, persistent with follow-ups and comfortable communicating with customers regularly.

This role is not limited to calling. The candidate should be capable of independently maintaining customer records, outstanding follow-ups, CRM activities and customer communication, while coordinating with different departments to ensure that customer issues are resolved properly.

Key Performance Indicators (KPIs)

- Outstanding calls completed.
- Outstanding statements shared on time.
- Payment commitments recorded accurately.
- Follow-ups completed as scheduled.
- Customer queries responded to within the required time.
- Pending queries successfully closed.
- Customer records maintained accurately.
- CRM data updated regularly.
- Customer groups maintained properly.
- Accuracy of outstanding/customer information.
- Timeliness and quality of coordination with Sales and Accounts teams.

📌 CRM & Outstanding Executive (Surat)
🏢 Divya Fab International
📍 Surat