CRM Executive

Job Summary

The CRM Executive is responsible for managing customer relationships throughout the complete order lifecycle—from order confirmation to payment realization. The role acts as the primary point of contact between customers and internal departments, ensuring timely communication, proactive follow-ups, issue resolution, and an exceptional customer experience.

The ideal candidate should possess excellent communication skills, strong follow-up abilities, and a customer-first mindset while coordinating effectively with Sales, Merchandising, Production, Dispatch, and Account.

Key Responsibilities Customer Relationship Management

• Build and maintain strong, long-term relationships with domestic and international corporate clients.
• Act as the primary point of contact for customer communication.
• Understand customer requirements and ensure expectations are clearly communicated internally.
• Deliver an outstanding customer experience through proactive support.

Order Coordination

• Monitor customer orders from confirmation to final delivery.
• Coordinate with Merchandising, PPC, Production, Dispatch, and Accounts to ensure smooth order execution.
• Track order status and provide timely updates to customers.
• Ensure commitments made to customers are fulfilled.

Customer Support & Query Resolution

• Respond promptly to customer inquiries via phone, email, and other communication channels.
• Resolve customer concerns efficiently by coordinating with relevant departments.
• Escalate critical issues to management when required.
• Maintain a professional and solution-oriented approach at all times.

Payment Follow-Up

• Coordinate with customers regarding outstanding payments.
• Work closely with the Accounts Department to reconcile customer accounts.
• Follow up professionally to ensure timely payment realization while maintaining positive customer relationships.

Customer Feedback

• Regularly collect customer feedback regarding products, services, and delivery experience.
• Share customer insights with management for continuous improvement.
• Identify opportunities to improve customer satisfaction and retention.

Documentation & Reporting

• Maintain accurate customer records and communication history.
• Prepare customer reports and follow-up trackers using Google Sheets and Microsoft Excel.
• Ensure all customer information is updated and well documented.

Cross-Functional Coordination

• Coordinate daily with:
• Sales Team
• Merchandising
• PPC
• Production
• Dispatch
• Accounts
• Ensure seamless communication between departments to deliver on customer commitments.

Required Skills

• Excellent verbal and written communication.
• Strong customer relationship management skills.
• Outstanding follow-up and coordination abilities.
• Problem-solving and conflict-resolution skills.
• Ability to prioritize multiple customer requests.
• Strong organizational and time management skills.
• Positive attitude and professional demeanor.
• Customer-centric mindset.

Technical Skills

• Microsoft Excel
• Google Sheets
• Microsoft Word
• Professional Email Communication
• CRM Management (if applicable)
• Basic ERP/PMS knowledge

Educational Qualification

• Bachelor's degree in Business Administration, Commerce, Marketing, or a related field.
• MBA or equivalent qualification will be an added advantage.

Experience

• 2–5 years of experience in Customer Relationship Management, Client Servicing, Sales Coordination, or a related role.
• Experience in the textile or manufacturing industry will be preferred.

Preferred Candidate Profile

The ideal candidate should:

• Demonstrate Coachability by adapting quickly to customer needs and business processes.
• Display Authenticity by communicating honestly and transparently with customers and colleagues.
• Uphold Integrity by honouring commitments and maintaining professionalism.
• Possess exceptional follow-up skills.
• Be calm under pressure and capable of handling customer concerns effectively.
• Be proactive in identifying and resolving issues before they escalate.

Why Join The House of Sarla?

• Opportunity to work with a growing manufacturer and exporter serving corporate clients.
• Exposure to end-to-end customer relationship management in the textile industry.
• Collaborative work environment focused on learning and continuous improvement.
• Opportunity to play a key role in strengthening customer satisfaction and long-term business relationships.

Our Core Values

Every employee at The House of Sarla is expected to demonstrate:

• Coachability – Learn continuously and embrace feedback.
• Authenticity – Build trust through honest and transparent communication.
• Integrity – Honour commitments and act ethically.
• Customer First – Deliver exceptional service at every interaction.
• Accountability – Take ownership of responsibilities and outcomes.
• Teamwork – Collaborate across departments to achieve common goals.

Contact To : 9254990512
Email : [email protected]

Pay: ₹15,000.00 - ₹25,000.00 per month

Benefits:

• Cell phone reimbursement
• Commuter assistance
• Leave encashment
• Provident Fund

Work Location: In person