Customer Order Fulfillment & CRM Executive

Key Responsibilities Customer Communication & Technical Support ● Handle customer enquiries, complaints, and technical issues ● Strong focus on customer problem understanding before solutioning ● Understand product specifications, defects, and application-related concerns ● Share real-time updates on production status, quality checks, and dispatch ● Maintain strong, positive customer relationships through prompt follow-ups ● Deliver high-quality customer service experience Customer Problem Handling ● Investigate customer-reported issues by coordinating with Production, QC, and Tool Room ● Identify root cause and provide technical explanations to customers ● Track issue closure through Corrective and Preventive Actions (CAPA) ● Ensure timely resolution of complaints to avoid recurrence Production, Quality & Dispatch Coordination ● Communicate customer requirements and revisions internally ● Follow up with production for timelines, rework, and priority orders ● Apply required pressure on assembly/production for customer order fulfillment ● Coordinate with QC for inspection status and approval ● Share production updates with customers ● Ensure on-time dispatch and update customers with accurate information Sales & RFQ Support ● Prepare quotations, Proforma Invoices (PI), and maintain pricing records ● Follow up on RFQs, samples, and new development requirements ● Keep CRM data updated for all customers, leads, and conversions Accounts Coordination ● Share invoices, delivery challans, and outstanding payment details ● Follow up for payments and resolve billing or documentation issues Reporting & CRM Documentation ● Maintain CRM/ERP database with complete call logs, issue records, and action updates ● Handle ERP operations including order updation, tracking, and documentation ● Prepare weekly and monthly reports on complaints, closures, and customer interactions ● Track OTIF (On-Time In-Full), customer satisfaction, and recurring issues Order Management, Fulfillment & Logistics (Additional Core Responsibility) ● Handle order taking, order entry, and customer order updation in ERP ● Perform order tracking and ensure smooth order flow ● Manage complete order fulfillment cycle (order to dispatch) ● Coordinate order picking and material readiness before dispatch ● Plan and execute customer order dispatch ● Handle logistic coordination and shipment planning Skills & Qualifications Educational Background (Technical): ● ITI / Diploma / B.Tech / B.Sc (Mechanical, Electrical, Production, or relevant streams) — Highly Preferred ● Graduates with strong technical aptitude are also encouraged. Experience: ● 4 to 5 years in Technical CRM, Sales Coordination, Customer Support, or Quality/Production coordination (Manufacturing preferred). ● Experience handling technical complaints in engineering or automotive industry is an advantage. Technical Skills: ● Understanding of basic engineering drawings, defects, measurements, and manufacturing processes. ● Ability to explain technical issues to customers in a simple, confident way. ● Proficiency in Excel, Email, CRM entries, documentation, and report preparation. ● Strong follow-up, communication, and problem-solving mindset. What We’re Looking For ● Someone technically strong and customer complain handling. ● A professional who can handle pressure, prioritize tasks, and maintain accuracy. ● Someone who can bridge the gap between customers and technical teams with clarity and ownership.

• इस फुल टाइम ग्राहक सहायता / टेलीकॉलर Job में ग्राहक सहायता / टेलीकॉलर में 2 - 4 वर्षो का अनुभव वाले उम्मीदवारों की जरुरत है।