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.

1. 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.

1. 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.

1. 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.

1. 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.

PAGE 2 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
- Solid 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

📌 CRM Executive PPE Tools (Chennai)
🏢 Mtandt Group
📍 Chennai