Customer Support Executive

The CRM handles everything that happens after an order is booked — confirmations, production updates, delivery coordination, and complaints — while keeping the customer database clean. CRMs are typically trained toward becoming an SC over time.

KRA — Key

Result Areas•    Handle post-order client communication: confirmations, production status, delivery coordination.

•    Maintain a clean, accurate customer database — no missing, duplicate, or unlinked customer records.

•    Log every customer complaint and route it to resolution.

•    Support SC / Field Sales with daily coordination and data entry.

•    Shadow SCOT calls regularly as part of your training path toward the SC role.

KPI — How

You're Measured

Metric

(KPI)

Target /

Benchmark

Tracked In

(ERP)

Customer query

response time

Under [X]

hours — set with manager

Call/message

log

Complaint

logged same day

100%

customer_complaints

Complaint

resolution time

Target days

set with manager

customer_complaints

Customer

database completeness

0 orders with

unlinked customer_id

customers,

orders

Order status

accuracy

Client-facing

status always matches ERP status

orders,

job_cards, delivery_challans

Daily

Checklist1.  Check new orders that need a confirmation call/message.

2.  Check production (job_cards) and delivery status updates due to clients.

3.  Log and route any complaints received.

4.  Tidy customer records — merge duplicates, fill missing details.

Weekly

Checklist5.  Audit recent orders for unlinked customer_ids and fix them.

6.  Review outstanding complaints with your manager.

7.  Shadow at least one SC call block for training.

Call /

Meeting ScriptOrder confirmation

call"Hi [Name], just confirming your order for [item] — quantity [X], expected delivery [date]. We'll keep you updated as it moves through production."

Complaint intake"I'm really sorry to hear that. Let me note this down exactly as it happened so we can get it resolved — can you tell me [what/when/order number]?"

Data Entry

SOP — What Goes Where in the ERP

When

What To Do

New/updated

customer

Create or

update in customers — search first to avoid duplicates.

Any complaint

Log in

customer_complaints with date, category, and status.

Delivery

movement

Update

delivery_challans status so client updates are accurate.