CRM & Customer Success Executive

Role & responsibilities

CRM Management

• Maintain and update customer database.
• Create and update leads in CRM.
• Track enquiries from enquiry to order closure.
• Monitor follow-ups and customer interactions.
• Prepare daily and weekly CRM reports.
• Maintain customer communication history.

Customer Coordination

• Coordinate with existing customers regarding quotations, samples, artwork approvals, deliveries, and payments.
• Follow up with customers through phone, email, and WhatsApp.
• Schedule meetings and factory visits.
• Coordinate with production, planning, dispatch, and sales teams.
• Ensure timely responses to customer queries.

Digital Platform Management

Manage Marks Print's presence on:

• IndiaMART
• Website enquiries
• LinkedIn
• Google Business Profile
• Company email
• WhatsApp Business
• Trade portals

Responsibilities include:

• Responding to enquiries promptly.
• Updating products, catalogues, and company profile.
• Uploading new products and images.
• Maintaining customer reviews and ratings.

Email Management

• Handle the Director's business emails.
• Draft professional replies.
• Organize emails into categories.
• Follow up on pending emails.
• Track important customer communications.

Preferred candidate profile

• Graduate or MBA preferred.
• 15 years of experience in CRM, customer support, sales coordination, or business operations.
• Excellent spoken and written English.
• Strong communication and interpersonal skills.
• Good knowledge of MS Excel, Word, and PowerPoint.
• Experience with CRM software (Zoho, HubSpot, Salesforce, etc.) preferred.
• Experience with IndiaMART and B2B customer handling is an advantage.
• Basic understanding of digital marketing and social media is desirable.
• Highly organized with strong follow-up skills.
• Ability to manage multiple tasks independently.
• Positive attitude and customer-focused mindset.