Position: Customer Relationship Executive

Job Summary The Customer Relationship Executive (CRM) is responsible for managing end-to-end customer interactions for b2b sales, ensuring a seamless and delightful customer experience from inquiry to delivery. The role involves understanding customer requirements, coordinating with design and production teams, maintaining timely communication, ensuring order accuracy, resolving customer concerns, and driving customer satisfaction. The CRM plays a critical role in delivering personalized experiences while achieving sales targets and maintaining the company's service standards.

Key Responsibilities

Customer Relationship Executive

- Handle customer inquiries across all communication channels including phone calls, WhatsApp, email, website, and social media.
- Understand customer requirements for occasion, theme, design, flavor, size, budget, and delivery preferences.
- Build strong relationships with customers by providing professional consultation and personalized recommendations and after sales service.
- Ensure prompt responses to customer queries and maintain excellent service throughout the order lifecycle.
- Ensure to maintain proper database of customer data set.

Order Management

- Create and process orders accurately in the order management system.
- Verify all order specifications before confirming production.
- Coordinate order confirmations, payment collection, and advance bookings.
- Ensure all customer instructions are documented clearly to avoid production errors.
- Track orders from confirmation until successful delivery or pickup.

Coordination with Production Team

- Coordinate closely with production teams to ensure customer requirements are fully understood.
- Communicate design references, special requests, dietary requirements, and delivery timelines accurately.
- Follow up on production status and proactively update customers regarding progress.
- Ensure timely escalation of production challenges that may impact customer commitments.

Customer Experience & Service Excellence

- Deliver an exceptional customer experience through proactive communication and timely updates.
- Handle customer complaints professionally and resolve issues within defined timelines.




- Manage modifications, cancellations, and urgent requests while minimizing operational disruptions.
- Conduct post-delivery follow-ups to gather customer feedback and improve service quality.

Documentation & Reporting

- Maintain accurate customer records and order history.
- Prepare daily reports on inquiries, confirmed orders, pending quotations, cancellations, and customer feedback.
- Monitor order completion rates and ensure documentation is complete.
- Maintain confidentiality of customer information and business data.

Quality Assurance

- Ensure customer expectations regarding design, flavor, packaging, and presentation are fulfilled.
- Coordinate immediate corrective action in case of quality deviations.

Team Coordination

- Work collaboratively with sales, production, logistics, and store teams.
- Support team members during festive seasons and periods of high order volume.
- Share customer insights to improve operational efficiency and service delivery.
- Participate in departmental meetings and process improvement initiatives.

Key Skills & Competencies

- Excellent Customer Service and Relationship Management
- Strong Communication and Interpersonal Skills
- Sales and Upselling Ability
- Order Management and Attention to Detail
- Problem Solving and Conflict Resolution
- Time Management and Multitasking
- Strong Coordination and Follow-up Skills
- Ability to Handle High-Pressure Situation
- Proficiency in CRM Software, POS Systems, Microsoft Excel, and Google Workspace

Qualifications & Experience

- Graduate in any discipline; Hospitality, Hotel Management, Business Administration, or Marketing preferred.
- Experience handling customized cake orders, premium retail customers, or luxury hospitality clients will be an added advantage.
- Strong verbal and written communication skills in English and Hindi.




- Familiarity with WhatsApp Business, CRM software, and order management systems is preferred.

Key Performance Indicators (KPIs)

- Customer Satisfaction (CSAT) Score
- Customer Response Time
- Order Accuracy Rate
- On-Time Order Confirmation and Coordination
- Upselling and Cross-Selling Revenue
- Customer Retention and Repeat Order Percentage
- Complaint Resolution Time
- Customer Feedback and Online Reviews
- Order Fulfilment Accuracy
- Documentation and CRM Data Accuracy
- Team Coordination and Operational Efficiency

Role: Food, Beverage & Hospitality - Other Industry Type: FMCG Department: Food, Beverage & Hospitality

Employment Type: Full Time, Permanent

Role Category: Food, Beverage & Hospitality - Other Education

PG: MBA/PGDM in Hospitality Management, Marketing, General Management

Key Skills Skills highlighted with are preferred key skills

Business Development Consumer Products Sales

About company

Fleurons is a premium eggless bakery brand dedicated to crafting high-quality cakes, pastries, brownies, cookies, desserts, and gifting hampers. With multiple outlets across Delhi NCR, Fleurons has built a reputation for delivering fresh, handcrafted products made with carefully selected ingredients and exceptional attention to detail.

Known for its innovative creations, customized celebration cakes, signature brownies, cheesecakes, and trending dessert concepts, Fleurons combines artisanal baking techniques with contemporary flavors to create memorable experiences for its customers. The brand focuses on maintaining the highest standards of quality, hygiene, customer service, and operational excellence across all its locations.

At Fleurons', we believe every celebration deserves something special. Our team is committed to delivering products that not only taste exceptional but also bring joy to every occasion. Through continuous innovation, strong operational processes, and a customer-first approach, Fleurons' continues to be one of the preferred bakery brands in Delhi NCR.

Company Info Address: Second Floor, J-11/78, Rajouri Garden, Rajouri, Garden, Subhash Nagar, Recent Delhi, West Delhi, Delhi, 110027, NEW DELHI, Delhi, India

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