CRM Executive - Client Projects

Role Purpose

The CRM Executive – Client Projects is responsible for managing client communication, tracking B2B orders, coordinating with internal teams, and ensuring timely delivery and closure of assigned orders. The role focuses on delivering a seamless client experience through proactive updates, effective issue resolution, accurate documentation, and reliable CRM/ERP data management.

Key Responsibilities

• Client Communication: Manage client queries, provide proactive order updates, and ensure timely responses throughout the order lifecycle.
• Sales Order Preparation & Processing: Prepare accurate sales order sheets based on client requirements, approved quotations, BOQs, specifications, and order details. Verify quantities, product descriptions, dimensions, finishes, and other relevant details before processing orders.
• BOQ & Specification Review: Read, interpret, and understand client BOQs (Bills of Quantities), specification documents, drawings, and other project-related documents to ensure accurate order processing. Identify discrepancies or missing information and coordinate with the relevant teams for clarification.
• Order Tracking & Coordination: Monitor assigned B2B orders from order entry to delivery, coordinating with Production, Operations, Logistics, and Sales to track timelines and flag delays.
• Issue Resolution: Identify order-related issues, coordinate with relevant teams for resolution, and escalate concerns promptly to the reporting manager.
• Collections Support: Track payment milestones, follow up on outstanding invoices with Sales and Accounts, and maintain an updated receivables tracker.
• Quality & Order Closure: Coordinate pre-dispatch quality checks, ensure complete handover documentation, and close orders promptly after delivery.
• CRM/ERP & Reporting: Maintain accurate and up-to-date order records, complete data entry within prescribed timelines, conduct regular data hygiene checks, and contribute to monthly MIS reporting and CRM SOP documentation.

Key Performance Expectations

• Respond to at least 95% of client queries within 48 hours.
• Ensure 100% of new orders are entered into CRM/ERP within 24 hours of receiving the required brief.
• Maintain proactive client updates and accurate order tracking.
• Achieve agreed delivery, issue-resolution, and quality-compliance targets.
• Ensure timely collections follow-ups, complete documentation, and order closure within the prescribed timelines.
• Maintain accurate records and adhere to established CRM/ERP SOPs.

Qualifications & Experience Requirements

• Educational Qualification: Graduate in Business Administration, Commerce, Marketing, or a related field. A postgraduate qualification is an added advantage.
• Work Experience: 2–4 years of experience in CRM, client servicing, order management, project coordination, or a similar role, preferably in B2B, manufacturing, furniture, or project-based businesses.
• Sales Order Preparation: Ability to prepare accurate sales order sheets based on client requirements, quotations, order details, and project specifications.
• BOQ & Technical Documentation: Ability to read, understand, and interpret client BOQs (Bills of Quantities), specifications, drawings, and other project-related documents to ensure accurate order processing and coordination.
• Technical Skills: Working knowledge of MS Excel/Google Sheets, CRM/ERP systems, order tracking, and reporting.
• Core Competencies: Strong communication and interpersonal skills, attention to detail, proactive follow-up, problem-solving, and the ability to coordinate with multiple internal stakeholders.
• Preferred Industry Exposure: Prior experience handling B2B projects involving furniture, hospitality/hotel projects, real estate developments, interior design, or architectural projects, with an understanding of project specifications, order processing, and delivery coordination.
• Preferred Attributes: Experience handling B2B client orders, delivery coordination, payment follow-ups, and project documentation.

Pay: ₹30,000.00 - ₹35,000.00 per month

Work Location: In person