Job Description
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Job Position - CRM Manager (Post-Sales) - Only for females
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Salary - Upto 9 LPA
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Experience - 5 to 10 Years
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Location – Shamshabad, Hyderabad
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Industry - Premium Natural Stones, Marble, Granite, Tiles & Interior Solutions
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Job Summary
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We are looking for a customer-focused, proactive and service-oriented Post-Sales CRM Executive / Manager to manage customer relationships and ensure a seamless post-sales experience.
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The selected candidate will be responsible for coordinating with customers and internal departments, monitoring order execution, providing timely updates, resolving customer concerns and ensuring a high level of customer satisfaction throughout the post-sales journey.
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The role requires excellent communication, strong coordination and follow-up skills, attention to detail and the ability to interact professionally with premium customers, architects, interior designers, builders and other stakeholders.
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Key Responsibilities
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1.Act as the primary point of contact for customers after order confirmation.
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2.Manage customer relationships throughout the complete post-sales journey.
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3.Conduct regular telephonic and WhatsApp follow-ups with customers.
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4.Coordinate with Sales, Warehouse, Logistics, Accounts, Procurement and Installation Teams to ensure smooth order processing and timely execution.
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5.Provide customers with regular updates regarding order status, material availability, dispatch schedules, delivery timelines and project progress.
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6.Coordinate with internal teams to ensure commitments made to customers are properly followed through.
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7.Coordinate with customers regarding measurements, drawings, product selection, order confirmation, delivery, installation and project completion.
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8.Handle customer enquiries, complaints, service requests and escalations professionally and efficiently.
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9.Ensure prompt resolution of customer concerns while maintaining a high level of customer satisfaction.
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10.Maintain daily customer follow-up schedules and ensure that no enquiry, customer request or pending issue is missed.
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11.Maintain complete and updated customer databases, contact details, order information, follow-up status and communication history.
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12.Maintain systematic trackers for open enquiries, confirmed orders, pending payments, dispatches, deliveries, installations and customer complaints.
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13.Build and maintain strong qualified relationships with homeowners, architects, interior designers, contractors, builders and developers.
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14.Follow up proactively with customers and internal teams until issues are successfully resolved and orders are completed.
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15.Coordinate with the Sales Team for a smooth transition of customers from pre-sales to post-sales.
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16.Obtain customer feedback after delivery and installation and maintain customer satisfaction records.
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17.Identify opportunities for repeat business, referrals, additional product requirements and long-term customer engagement.
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18.Maintain accurate customer records and ensure timely updating of CRM systems.
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Prepare daily/weekly CRM reports, MIS reports, customer feedback reports, order status reports and service performance reports.
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19.Monitor customer satisfaction and identify opportunities for improving the customer experience.
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20.Escalate critical customer issues to Management whenever required.
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21.Ensure compliance with company policies, processes and customer service standards.
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22.Maintain confidentiality of customer information, pricing, project details and company data.
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23.Support Management in improving CRM processes, customer service standards and post-sales coordination systems.
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Qualifications & Experience:
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.5–10 years of relevant experience in Post-Sales CRM or Customer Relationship Management.
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.Experience in team handling, customer escalation management and process coordination will be preferred.
📌 CRM Manager (Post-Sales) - Shamshabad - Only for Females (Hyderabad)
🏢 Talent Corner HR Services
📍 Hyderabad