Job Description – Customer Relationship Manager (CRM)

Company: Vivek Group
Location: Chakala, Mumbai
Department: Sales & Customer Relationship Management
Position: Customer Relationship Manager (CRM)
Reporting To: Operations Head
Employment Type: Full-Time

1. Job Purpose

We are looking for an experienced and proactive Customer Relationship Manager (CRM) to manage and strengthen relationships with existing customers, coordinate customer requirements internally, support business development, and ensure timely execution of customer orders.

The CRM will act as the key interface between customers and internal teams including Sales, Production, Quality, Planning, Stores, Dispatch, Finance and Management.

The ideal candidate should preferably have experience in B2B manufacturing / plastics / packaging / pharmaceutical packaging, with strong customer communication and coordination skills.

2. Key Responsibilities

A. Customer Relationship Management

- Develop and maintain strong professional relationships with existing customers.
- Act as the primary point of contact for customer enquiries, orders, requirements and follow-ups.
- Understand customer requirements and ensure timely communication to relevant internal departments.
- Regularly communicate order status, production status, dispatch schedules and delivery commitments.
- Conduct periodic customer follow-ups to understand satisfaction, upcoming requirements and business opportunities.
- Maintain professional and long-term relationships with key customers.

B. Order & Enquiry Management

- Receive and review customer enquiries, RFQs, POs and other commercial communications.
- Coordinate with the Sales/Commercial and Technical teams for preparation of quotations.
- Follow up on quotations and convert enquiries into orders.
- Verify customer PO details including product specification, quantity, price, delivery schedule,



payment terms and other requirements.
- Ensure accurate and timely order entry and documentation.
- Monitor open orders and ensure commitments are communicated to customers.

C. Internal Coordination

- Coordinate closely all internal departs in Factory
- Ensure customer requirements are executed within committed timelines.
- Escalate delays, quality concerns, capacity constraints or other customer-impacting issues to management.

D. Customer Complaint Management

- Receive and acknowledge customer complaints promptly.
- Coordinate with Quality and Production teams for investigation and corrective action.
- Ensure timely submission of investigation reports, CAPA/8D or other required responses.
- Maintain a proper record of customer complaints and their closure status.
- Follow up with customers to ensure satisfactory closure.

E. Sales & Business Development Support

- Identify opportunities for increasing business with existing customers.
- Track customer consumption, repeat orders and potential new product requirements.
- Follow up on new product enquiries, development projects and sampling requirements.
- Support management in identifying potential new customers and business opportunities.
- Maintain a database of prospects, enquiries, quotations and order conversions.

F. MIS & Reporting

Prepare and maintain regular reports covering:

- Customer-wise sales
- Order booking
- Pending orders
- Dispatch status
- Open enquiries
- Quotation status
- Order conversion
- Customer complaints




- New product development status
- Customer outstanding/payment status
- Customer-wise business potential
- Monthly sales projections / forecasts

3. Candidate Profile

Education:

- Graduate in any discipline.
- MBA/PGDM in Marketing, Sales or related field will be an advantage.

Experience:

- 3–7 years of relevant experience in CRM / Sales Coordination / Key Account Management / Customer Service.
- Experience in manufacturing, plastic packaging, pharma packaging, FMCG packaging or related B2B industries will be preferred.

4. Required Skills

- Excellent verbal and written communication skills.
- Strong customer-handling and relationship-management skills.
- Good negotiation and follow-up ability.
- Strong coordination and problem-solving skills.
- Ability to manage multiple customers and priorities simultaneously.
- Good understanding of order-to-dispatch processes.
- Strong MS Excel and MS Office skills.
- Experience with ERP/CRM software will be an advantage.
- Ability to prepare MIS and management reports.
- Professional email drafting skills.
- Ability to work under pressure and meet deadlines.

7. Personal Attributes

The candidate should be:

- Customer-focused
- Responsible and accountable
- Proactive in follow-up
- Positive and solution-oriented
- Well-organized
- Good at maintaining confidentiality
- Comfortable communicating with senior customers and management
- Capable of independently handling assigned customers

8. Role Objective

The overall objective of the CRM is to ensure high customer satisfaction, improve customer retention, increase repeat business, ensure smooth order execution and act as an effective bridge between customers and Vivek Group's internal functions.

Pay: ₹34,000.00 - ₹41,500.00 per month

Advantages:

- Provident Fund

Work Location: In person

📌 CRM Executive (Andheri East)
🏢 Vivek Poly Plast India
📍 Andheri East