Job Description: CRM Executive (Post-Sales)

Email me: [email protected]

Department Customer Relationship Management (CRM)

Reports To CRM Head

Location AFPL Plant, Sahibabad, Uttar Pradesh

Employment Type Full-Time

Experience 2-3 years of experience in a customer-facing/coordination role at a large corporate or MNC (e.g. BPO/shared services, e-commerce, or similar organized enterprise) or a good manufacturing company

Education Graduate preferably in a customer service / commerce / business discipline

Languages Required Bilingual — Hindi & English mandatory, preferred either Marathi or Gujarati

Salary Band As per industry standards (commensurate with experience)

Role Purpose

The CRM Executive owns the entire post-sales customer journey for both domestic and export orders — from formal order acceptance through to payment closure. This role is the single point of contact ensuring every order is tracked, every delay is flagged before the customer has to ask, and every customer interaction reflects AFPL's standards of professionalism. The role does not handle inside/outside sales (lead generation, quoting, negotiation) — it begins once an order is confirmed and the Work Order has been generated.

Key Responsibilities

- Own the post-sales order lifecycle end-to-end: Order Acceptance Status/Forging Intimation Progress Monitoring Delay Communication Production Confirmation Billing Dispatch Intimation Feedback Collection Payment Confirmation.
- Formally accept orders in the system and issue confirmation to the customer.
- Track each order through production stages against the committed plan; proactively flag and communicate any anticipated delay to the customer before it becomes a complaint.
- Coordinate with PPC (raw material requisition),



Production/Forging, and Quality (TPI, TC/MTC documentation) to keep the customer informed — without owning those functions directly.
- Handle both domestic and export order coordination, including export-specific documentation and communication requirements as applicable.
- Confirm production completion and trigger billing; ensure invoices are generated accurately and on time.
- Communicate dispatch details and expected delivery timelines to the customer.
- Collect structured customer feedback post-delivery and route it to the relevant internal stakeholder.
- Track and confirm payment receipt against each order, closing out the order cycle in the system.
- Maintain accurate, real-time order status data in the ERP at every stage — this is the single source of truth for both the customer and internal teams.
- Escalate at-risk orders (quality holds, payment disputes, repeated delays) to the CRM Head promptly, with the facts, not after the fact.

Candidate Requirements

- Graduate (any stream; customer service, commerce, or business preferred).
- 2–3 years of experience in a customer-facing or coordination role at a large corporate/MNC or a reputed manufacturing company or a reputed call center.
- Bilingual, mandatory: Hindi and English, plus working fluency preferred in either Marathi or Gujarati.
- Comfortable working in an ERP workplace for order tracking, status updates, and billing — prior ERP exposure is an advantage, not a prerequisite.
- Strong follow-up discipline and attention to detail — this role is judged on whether nothing falls through the cracks across up to 100 live orders a month.
- Calm, professional communication style — this person represents AFPL directly to customers, including when the news is bad (a delay).

📌 Post-Sales CRM Executive || AFPL || Sahibabad (Ghaziabad)
🏢 Sugam Parivahan
📍 Ghaziabad