The CRM handles everything that happens after an order is booked — confirmations, production updates, delivery coordination, and complaints — while keeping the customer database clean. CRMs are typically trained toward becoming an SC over time. KRA — Key Result Areas• Handle post-order client communication: confirmations, production status, delivery coordination.

- Maintain a clean, accurate customer database — no missing, duplicate, or unlinked customer records.
- Log every customer complaint and route it to resolution.
- Support SC / Field Sales with daily coordination and data entry.
- Shadow SCOT calls regularly as part of your training path toward the SC role. KPI — How You're Measured Metric (KPI) Target / Benchmark Tracked In (ERP) Customer query response time Under [X] hours — set with manager Call/message log Complaint logged same day 100% customer_complaints Complaint resolution time Target days set with manager customer_complaints Customer database completeness 0 orders with unlinked customer_id customers, orders Order status accuracy Client-facing status always matches ERP status orders, job_cards, delivery_challans Daily Checklist1.



Check current orders that need a confirmation call/message.
- Check production (job_cards) and delivery status updates due to clients.
- Log and route any complaints received.
- Tidy customer records — merge duplicates, fill missing details.

Weekly

Checklist5. Audit recent orders for unlinked customer_ids and fix them.

- Review outstanding complaints with your manager.
- Shadow at least one SC call block for training. Call / Meeting ScriptOrder confirmation call "Hi [Name], just confirming your order for [item] — quantity [X], expected delivery [date]. We'll keep you updated as it moves through production." Complaint intake "I'm really sorry to hear that. Let me note this down exactly as it happened so we can get it resolved — can you tell me [what/when/order number]?" Data Entry SOP — What Goes Where in the ERP When What To Do New/updated customer Create or update in customers — search first to avoid duplicates. Any complaint Log in customer_complaints with date, category, and status. Delivery movement Update delivery_challans status so client updates are accurate.

📌 Customer Support Executive (Ahmedabad)
🏢 I Mark
📍 Ahmedabad