CRM Executive

Job Description – CRM Executive

Industry

Frozen Food Products / FMCG \| Department: Sales \& Marketing

Job Summary

The CRM Executive will be responsible for managing customer relationships, handling customer enquiries, coordinating orders, monitoring customer satisfaction, and ensuring effective communication between customers and internal departments. The role focuses on maintaining strong customer relationships, improving customer retention, and ensuring timely resolution of customer issues in the frozen food products business.

Key Responsibilities

Customer Relationship Management

• Maintain and develop strong relationships with existing customers, distributors, dealers, retailers, and food service clients.
• Regularly follow up with customers to understand their requirements and feedback.
• Maintain an updated customer database and CRM records.

Order Management \& Coordination

• Receive and process customer orders and coordinate with the sales and operations teams.
• Track order status and ensure timely dispatch and delivery.
• Coordinate with the dispatch team regarding product availability and delivery schedules.
• Follow up on pending orders and customer requirements.

Customer Support \& Complaint Handling

• Handle customer enquiries, complaints, and service-related issues.
• Coordinate with the quality, production, and operations teams to resolve product-related complaints.
• Monitor complaint resolution and ensure timely customer feedback.
• Maintain records of customer complaints, returns, and replacements.

Sales Coordination

• Support the sales team with customer follow-ups, order tracking, and payment reminders.
• Coordinate with distributors and retailers regarding product availability, pricing, and promotional activities.
• Follow up on inactive customers and support customer retention initiatives.

Frozen Food Product Monitoring

• Coordinate with the operations team to ensure proper handling and delivery of frozen products.
• Follow up on cold-chain-related customer complaints, product damage, and temperature issues during transportation.
• Ensure customer feedback regarding product quality, packaging, and shelf life is communicated to the concerned departments.

MIS \& Reporting

• Prepare daily, weekly, and monthly CRM reports.
• Maintain records of customer enquiries, orders, complaints, repeat orders, and customer feedback.
• Track customer satisfaction and complaint closure status.
• Generate reports on customer retention and inactive customers.

Required Skills \& Competencies

• Good verbal and written communication skills.
• Strong customer handling and relationship-building abilities.
• Knowledge of CRM software, MS Excel, and reporting tools.
• Good coordination and follow-up skills.
• Ability to handle customer complaints professionally.
• Strong problem-solving and time-management skills.
• Ability to coordinate with multiple departments.
• Attention to detail in order processing and customer data management.

Educational Qualification \& Experience

• Any Graduate / Bachelor's Degree in Business Administration, Marketing, or a related field./Bachelor's in Food Technology
• 1–3 years of experience in CRM, customer support, sales coordination, or FMCG operations.
• Experience in the frozen food, food processing, or FMCG industry will be an added advantage.

Pay

₹15,000.00 - ₹20,000.00 per month

Work Location

In person