JOB DESCRIPTIONCustomer Relationship Executive (CRE)

Company: MANLEY Furniture Studio
Department: Sales & Customer Relationship Management
Location: Vellur, Kannur, Kerala
Employment Type: Full-Time
Reports To: Sales Manager / General Manager

1. Job Purpose

The Customer Relationship Executive is responsible for managing customer enquiries, maintaining strong customer relationships, ensuring timely follow-ups and converting potential enquiries into qualified sales opportunities.

The role focuses on customer communication, lead management, CRM updates, enquiry tracking and delivering an excellent customer experience throughout the sales journey.

2. Key Responsibilities

A. Lead Management & Enquiry Handling

- Receive and manage customer enquiries from WhatsApp, website, social media, telephone and other channels.
- Contact new leads promptly and understand their furniture requirements.
- Identify customer needs, budget, preferences and purchase timelines.
- Qualify leads and assign them to the appropriate Furniture Consultant.
- Ensure every enquiry is properly recorded in the CRM.

B. Customer Follow-ups

- Follow up with prospective customers through calls and WhatsApp.
- Maintain regular communication with customers until the enquiry reaches a clear outcome.
- Track pending enquiries, quotations and customer decisions.
- Re-engage inactive and old leads wherever appropriate.
- Ensure no genuine customer enquiry is left unattended.

C. CRM & Data Management

- Maintain accurate and updated customer records in the CRM.
- Record call status, customer responses, follow-up dates and enquiry progress.
- Monitor pending follow-ups and ensure timely closure.




- Maintain proper lead status and avoid duplicate or incomplete entries.
- Prepare daily lead management and follow-up reports.

D. Customer Experience & Relationship Building

- Provide professional and courteous communication.
- Share product catalogues, photographs, videos and relevant product information.
- Coordinate with Furniture Consultants for quotations, product details and customer requirements.
- Collect customer feedback and communicate complaints to the concerned departments.
- Maintain positive relationships with existing customers.

E. Sales Coordination

- Support the sales team in converting qualified enquiries into sales.
- Schedule showroom visits and coordinate customer appointments.
- Track quotations and pending purchase decisions.
- Coordinate with sales, procurement and logistics teams whenever required.
- Support post-sales communication and customer satisfaction activities.

3. Daily Performance Expectations

- Timely response to all assigned customer enquiries.
- 100% CRM entry for assigned leads.
- Regular follow-up on all pending enquiries.
- Zero unattended customer enquiries.
- Accurate recording of customer interactions.
- Daily reporting of lead status and follow-up progress.
- Maintain professional communication standards.

4. Key Performance Indicators (KPIs)





- Lead response time.
- Number of unique customers contacted.
- Connected call percentage.
- Follow-up completion percentage.
- CRM data accuracy and completeness.
- Qualified leads generated.
- Showroom appointments scheduled.
- Lead-to-sales conversion contribution.
- Customer satisfaction and complaint resolution coordination.

5. Required Skills & Qualifications

- Graduate or equivalent qualification.
- 6 months to 2 years of experience in customer relationship management, telecalling, sales coordination or a similar role.
- Excellent communication skills in Malayalam and basic English.
- Good telephone etiquette and customer-handling skills.
- Basic computer knowledge and proficiency in MS Excel / Google Sheets.
- Familiarity with CRM software is an advantage.
- Valuable follow-up, coordination and organisational skills.
- Ability to handle multiple customer enquiries efficiently.

6. Preferred Candidate Profile

- Customer-focused and service-oriented attitude.
- Patient, polite and persuasive communication.
- Strong ownership and accountability.
- Ability to understand customer buying behaviour.
- Consistent in follow-ups and documentation.
- Target-oriented with a willingness to contribute to sales growth.

7. Performance Expectations

The selected candidate will be evaluated based on customer response efficiency, lead management discipline, CRM accuracy, follow-up consistency, customer satisfaction and contribution to the overall sales performance of MANLEY Furniture Studio.

Pay: ₹10,000.00 - ₹15,000.00 per month

Work Location: In person

📌 Customer Relationship Executive (Payyanur)
🏢 MANLEY FURNITURE STUDIO
📍 Payyanur