Customer Relations Executive

Job Desgination – Customer Relationship Executive (CRM & Lead Management)

Department: Retail – Sales

Reports To: Team Leader

Job Summary:- The Customer Relationship Executive (CRM & Lead Management) is responsible for managing customer enquiries received through various online and offline channels, understanding customer requirements, maintaining accurate CRM records, ensuring timely follow-ups, coordinating with the sales team, and delivering an exceptional customer experience until successful order closure.

• Key ResponsibilitiesHandle customer enquiries received through Meta Ads, IndiaMART, Website, WhatsApp, Phone Calls, Walk-ins and other lead sources.
• Respond to all customer enquiries within the defined turnaround time.
• Understand and verify customer requirements through telephonic discussions.
• Create and maintain customer records in the CRM system.
• Update lead status, follow-up status and deal progress regularly.
• Conduct regular follow-ups with prospects until successful closure.
• Coordinate with Team Leaders, Sales Executives and Branch Teams for smooth lead conversion.
• Resolve customer queries or escalate them to the concerned department whenever required.
• Ensure excellent customer service and maintain high customer satisfaction.
• Maintain daily call reports, follow-up reports and CRM updates.
• Reconnect with inactive customers and generate repeat business opportunities.
• Stay updated with company products, pricing, promotional offers and policies.