Customer Support Coordinator

Role Summary

We are looking for an organised, customer-focused executive to handle day-to-day customer queries and keep our CRM accurate and up to date. The role sits between customers, sales, and operations, so clear communication and disciplined record-keeping are essential.

Key Responsibilities

Handle incoming customer queries by phone, email, and messaging; resolve them or escalate to the right team within agreed timelines.

Track orders, enquiries, quotations, dispatch status, and payment follow-ups, and keep customers informed at each stage.

Maintain and update customer and lead data in the CRM, ensuring every interaction, follow-up, and status change is logged.

Coordinate with sales, dispatch, accounts, and technical teams to resolve customer issues.

Send quotations, order acknowledgements, and follow-up communications as per standard templates.

Support customer onboarding and periodic check-ins to build repeat business.

Requirements

Graduate in any discipline (commerce, business, or engineering preferred).

Working knowledge of MS Word, MS Excel, and internet research.

Advanced Excel skills: VLOOKUP, pivot tables and basic formula-based reports.

Good written and verbal communication in English and Hindi.

Prior experience in a trading, distribution, or industrial supply company is strongly preferred.

Familiarity with CRM software (any platform) is an advantage; training will be provided for ours.

Strong organisational skills, attention to detail, and the ability to manage multiple customer queries at once.

Polite, patient, and solution-oriented approach with customers.

Preferred Attributes

Comfortable working in a fast-paced, small-team environment.

Willingness to learn and adapt

Team Player