Customer Relationship Executive

Agustya Automobile Pvt. Ltd. is looking for a proactive and customer-focused Customer Relationship Executive to manage customer relationships in the commercial vehicle segment, particularly trucks and heavy-duty vehicles. The candidate will be responsible for maintaining customer satisfaction, coordinating with sales and service teams, handling customer enquiries and complaints, following up on vehicle deliveries, and developing long-term relationships with fleet owners, transport operators, dealers, and corporate customers.

2. Key Responsibilities

Customer Relationship Management

• Build and maintain strong relationships with commercial vehicle customers, fleet owners, transport companies, and business clients.
• Handle customer enquiries related to trucks, heavy-duty vehicles, vehicle specifications, availability, and delivery schedules.
• Conduct regular customer follow-ups to ensure satisfaction and identify additional business opportunities.
• Maintain accurate customer databases, interaction records, and follow-up schedules.

Sales and Business Coordination

• Coordinate with the sales team to follow up on customer leads, quotations, bookings, and vehicle deliveries.
• Support the sales team in developing new customer relationships and retaining existing customers.
• Follow up with customers regarding vehicle requirements, repeat purchases, and fleet expansion plans.
• Coordinate with dealers, fleet operators, and corporate customers to support business development activities.

Customer Complaints and Issue Resolution

• Receive, record, and coordinate the resolution of customer complaints related to vehicle delivery, service, warranty, and other customer concerns.
• Coordinate with service centres, workshop teams, spare parts departments, and internal teams to resolve customer issues promptly.
• Monitor pending complaints and ensure timely follow-up until closure.
• Escalate critical customer issues to the concerned department or management when required.

Service and After-Sales Support

• Coordinate periodic service reminders, vehicle maintenance schedules, and service appointments.
• Follow up on customer feedback after vehicle servicing and repairs.
• Assist customers with warranty-related queries and coordinate with the relevant departments.
• Support customer retention through effective after-sales communication and service coordination.

Documentation and Reporting

• Maintain customer records, sales follow-up reports, complaint registers, and customer feedback data.
• Prepare daily, weekly, and monthly customer relationship and follow-up reports.
• Track customer satisfaction, complaint resolution status, repeat business opportunities, and customer retention.
• Use CRM software, Microsoft Excel, and other company systems to maintain accurate records.

3. Required Qualifications

• Bachelor's degree in Business Administration, Marketing, Commerce, or a related field.
• Experience in customer relationship management, automobile sales support, or after-sales service is preferred.
• Experience in the commercial vehicle industry, particularly trucks and heavy-duty vehicles, will be an added advantage.
• Freshers may be considered based on communication skills and suitability for the role.

4. Required Skills

• Excellent verbal and written communication skills.
• Strong customer service and relationship-building abilities.
• Good coordination, follow-up, and problem-solving skills.
• Basic knowledge of commercial vehicles, trucks, and fleet operations.
• Proficiency in MS Office, particularly Excel and email communication.
• Familiarity with CRM software and customer database management.
• Ability to handle customer complaints professionally and work with multiple departments.
• Strong organizational skills and a customer-focused approach