Customer Relationship Executive

Job Description – Customer Relationship Executive (CRE)

Company Name: Samson Scientific & Surgical Pvt. Ltd. Job Title: Customer Relationship Executive Department: Sales & Customer Relationship Management Location: Indore, Madhya Pradesh Experience: 1–3 Years Employment Type: Full-Time

1. Job Summary

We are looking for a customer-focused and proactive Customer Relationship Executive to maintain strong relationships with existing clients, handle customer inquiries, coordinate orders, follow up on payments, and ensure a smooth customer experience. The ideal candidate should have excellent communication skills, strong follow-up capabilities, and good knowledge of MS Excel and data reporting.

2. Key ResponsibilitiesA. Customer Relationship Management

• Maintain regular communication with existing customers through calls, WhatsApp, and emails.
• Build and maintain long-term relationships with clients.
• Understand customer requirements, queries, and concerns and provide timely assistance.
• Take regular feedback from customers regarding products and services.
• Ensure customer satisfaction through proper coordination and follow-up.

B. Order Management & Coordination

• Follow up with clients for repeat orders and new business opportunities.
• Coordinate with the sales and dispatch teams regarding order status and delivery updates.
• Share Proforma Invoices (PIs) with customers and obtain order confirmations.
• Follow up on pending orders, dispatches, and delivery-related queries.
• Maintain proper records of customer inquiries, orders, and communication.

C. Payment Follow-up & Outstanding Coordination

• Make regular calls to customers regarding pending and overdue payments.
• Remind customers of payment commitments and due dates.
• Coordinate with the accounts team to confirm received payments and update records.
• Maintain party-wise payment follow-up details and outstanding status.
• Escalate delayed payments and unresolved issues to the concerned manager.

D. Data Management & Reporting

• Maintain updated customer databases, contact details, order history, and communication records.
• Prepare daily, weekly, and monthly customer follow-up reports.
• Track customer responses, repeat orders, pending inquiries, and payment commitments.
• Maintain accurate records of customer complaints and their resolution status.
• Submit regular work reports to the reporting manager.

E. MS Excel & MIS Reporting

• Maintain customer-wise sales, order, and payment follow-up sheets.
• Prepare structured reports using MS Excel.
• Have working knowledge of VLOOKUP/XLOOKUP, SUMIF, COUNTIF, IF formulas, filters, sorting, and Pivot Tables.
• Track customer-wise order trends and follow-up activities.
• Ensure accuracy and timely updating of all customer-related data.

3. Required Skills

• Excellent telephone communication and customer-handling skills.
• Good verbal and written communication in Hindi and English.
• Strong follow-up, coordination, and relationship-building abilities.
• Good knowledge of MS Excel and data reporting.
• Ability to handle customer complaints professionally.
• Good organizational skills and attention to detail.
• Ability to manage multiple customers and tasks efficiently.
• Basic knowledge of email and WhatsApp Business communication.

4. Educational Qualification & Experience

• Graduate in any stream; B.Com, BBA, or equivalent preferred.
• 1–3 years of experience in customer relationship management, customer support, sales coordination, or telecalling preferred.
• Experience in the medical, surgical, healthcare, or distribution industry will be an added advantage.

5. Key Performance Indicators (KPIs)

• Regular and timely follow-up with existing customers.
• Customer satisfaction and effective resolution of customer queries.
• Repeat orders and customer retention.
• Timely follow-up on pending orders and payments.
• Accuracy of customer databases and Excel reports.
• Daily call targets and completion of assigned follow-up activities.
• Timely submission of daily, weekly, and monthly reports.

6. Ideal Candidate Profile

The ideal candidate should be confident, polite, organized, and customer-oriented, with the ability to maintain professional relationships, follow up consistently, manage customer data accurately, and coordinate effectively with internal departments.

Interested candidates can share their updated resume with the HR Department of Samson Scientific & Surgical Pvt. Ltd.

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Pay: ₹18,000.00 - ₹25,000.00 per month

Benefits:

• Cell phone reimbursement
• Health insurance
• Life insurance
• Provident Fund

Work Location: In person