Customer Support Executive

Job Description – CRM Executive

Department: Customer Relationship Management
Industry: Industrial Packaging / Corrugated Boxes / Wooden & Plywood Packaging
Location: Bengaluru

Job Purpose

To manage customer relationships, coordinate customer orders, ensure timely order execution, monitor sales performance, and act as a key link between customers and internal departments to ensure customer satisfaction and business continuity.

Key Responsibilities

• Manage existing customer accounts and maintain strong customer relationships.

• Receive and process customer POs, ensuring timely entry into the system.

• Coordinate with production, planning, purchasing, quality, and dispatch teams to ensure timely delivery.

• Track customer forecasts, order status, pending POs, dispatch schedules, and monthly sales projections.

• Monitor actual sales against monthly targets and projections.

• Follow up with customers to advance orders, increase volumes, and achieve monthly sales targets.

• Maintain customer-wise sales reports, order visibility, and pending order trackers.

• Monitor finished goods (FG) inventory and coordinate with customers for timely billing and dispatch.

• Track customer complaints, RFQs, quotations, and pending approvals to ensure timely closure.

• Coordinate with the accounts team for outstanding payments and support collection follow-ups.

• Prepare daily, weekly, and monthly MIS reports for management review.

• Identify risks to sales achievement and escalate delays or operational issues promptly.

• Maintain accurate CRM records and ensure timely communication with customers.

Key Performance Indicators (KPIs)

• Monthly sales achievement against target.

• Accuracy of sales projections and forecasts.

• Timely PO entry and order processing.

• On-time delivery and customer satisfaction.

• Reduction in pending orders and unbilled FG.

• Timely closure of customer complaints and RFQs.

• Outstanding payment follow-up and collection support.

• Accuracy and timeliness of MIS reporting.

Qualification & Experience

• Graduate in any discipline; MBA or relevant qualification preferred.

• 3–6 years of experience in CRM, sales coordination, or customer service.

• Experience in packaging, manufacturing, or industrial B2B environments preferred.

• Good knowledge of Excel, ERP systems, and CRM tools.

Required Skills

• Strong customer communication and relationship management.

• Excellent coordination and follow-up skills.

• Analytical ability and attention to detail.

• Good planning, reporting, and problem-solving skills.

• Ability to work under pressure and meet monthly deadlines.

• Ownership, accountability, and a customer-focused approach.

• It is a Full Time Customer Support / TeleCaller job for candidates with 2 - 6 years of experience.