JOB Title: CRM EXECUTIVE

Department: Sales & Customer Relationship Management

Location: Mumbai Sakinaka

Employment Type: Full time

Experience: 13 Years

Gender: Male/Female

Reporting To: Sales Manager / Director

2. About the Role

We are looking for a customer-focused and organized CRM Executive to manage customer communication, track enquiries, coordinate order updates and ensure timely follow-ups throughout the customer journey.

The candidate will act as a coordination link between customers and internal departments, ensuring that customer queries are addressed promptly and that order-related information is communicated accurately.

The ideal candidate should have good communication skills, a professional approach, attention to detail and the ability to coordinate with multiple departments.

3. Key Roles and Responsibilities

A. Customer Relationship Management

- Maintain regular communication with existing and prospective customers.
- Respond to customer enquiries through phone calls, emails and other communication channels.
- Understand customer requirements and direct enquiries to the concerned sales representative.
- Build positive customer relationships through timely responses and professional communication.
- Maintain customer contact details and interaction records.

B. Enquiry Management and Follow-ups

- Record incoming enquiries and update their status in the CRM system or designated tracker.
- Follow up on pending enquiries, quotations and customer responses.
- Coordinate with the Sales and Business Development teams to ensure timely action on leads.
- Track customer interest and ensure that no enquiry remains unattended.
- Escalate important or urgent enquiries to the concerned sales representative or manager.

C. Order Coordination

- Coordinate with the Sales team to obtain confirmed order details and purchase orders.
- Maintain records of order status, expected delivery dates and customer requirements.




- Follow up with Production and Dispatch regarding order progress and delivery schedules.
- Provide customers with accurate order-status updates after confirmation from the concerned departments.
- Communicate delays or changes to customers promptly, after internal confirmation.

D. Customer Query and Complaint Handling

- Receive and record customer complaints, concerns and service requests.
- Coordinate with Production, Quality, Dispatch or Sales to resolve customer issues.
- Follow up on pending complaints until the concerned department provides a resolution.
- Keep customers informed about the progress of their complaints.
- Escalate serious complaints or unresolved matters to management.

E. Coordination with Accounts

- Follow up with customers regarding outstanding payments as directed by the Accounts or Sales team.
- Coordinate with Accounts to verify payment status and share relevant updates.
- Assist in communicating invoice-related or payment-related queries to the concerned department.
- Maintain records of payment follow-ups and pending customer responses.

F. CRM Data Management and Reporting

- Maintain accurate customer databases and contact information.
- Update enquiry status, customer interactions, quotations and order-related information.
- Prepare daily, weekly and monthly reports on enquiries, follow-ups, pending orders and customer complaints.
- Maintain proper records of customer communication and commitments.
- Ensure that CRM data is accurate, organized and updated on time.

G. Customer Feedback and Retention

- Collect feedback regarding product quality, delivery and customer service.




- Identify recurring customer concerns and communicate them to management.
- Follow up with existing customers to understand their ongoing requirements.
- Support the Sales team in maintaining customer satisfaction and encouraging repeat business.

4. Key Performance Indicators (KPIs) Performance will be evaluated based on:

- Timely response to customer enquiries.
- Completion of scheduled customer follow-ups.
- Accuracy and completeness of CRM records.
- Timely coordination of order-status updates.
- Follow-up and closure of customer complaints.
- Accuracy of customer and order reports.
- Customer satisfaction and quality of communication.

5. Educational Qualifications and Experience

Educational Qualification

- Graduate in Commerce, Business Administration or any relevant field preferred.

Experience

- 0–3 years of experience in CRM, customer service, client coordination or sales support.
- Freshers with strong communication and coordination skills may apply.
- Experience in manufacturing or B2B customer service will be an advantage.

6. Required Skills

- Good verbal and written communication skills.
- Professional telephone and email etiquette.
- Strong follow-up and coordination abilities.
- Customer relationship management skills.
- Working knowledge of MS Excel, MS Office and Google Sheets.
- Ability to maintain accurate records and prepare reports.
- Problem-solving skills and attention to detail.
- Ability to coordinate with multiple departments and manage tasks systematically.

7. Ideal Candidate Profile The ideal candidate should be organized, responsive, patient and customer-oriented. The candidate must be comfortable handling customer calls, tracking enquiries, following up on orders, coordinating with internal teams and maintaining accurate CRM records. 8. Salary

Salary will be based on experience, communication skills, relevant exposure and interview performance.

📌 Customer Relationship Executive Cum Officer (Mumbai)
🏢 Talent Corner HR Services
📍 Mumbai