Telesales Customer Relationship Executive

Company Description: Deetya Enterprise, in partnership with Nirmankar, operates in the industrial supply sector, providing high-quality pipe fittings, flanges, valves, fasteners, power tools, and firefighting equipment. With over two decades of experience, the business supports industries such as construction, manufacturing, oil & gas, and fire safety through reliable sourcing and timely execution. Beyond product supply, the team works as a dependable procurement partner, offering durable, standards-compliant solutions backed by expert guidance and a strong supplier network. The organization is driven by innovation, quality, and integrity, focusing on solutions that help businesses operate safely, efficiently, and with confidence. Its mission is to deliver top-quality industrial and fire safety solutions with speed, reliability, and long-term value for every client served.

Key Responsibilities

Customer Communication & Relationship Management

Stay in regular contact with customers from order confirmation to delivery and post-delivery

Provide clear and timely updates on order status and expected delivery dates

Ensure all customer promises and commitments are clearly communicated and fulfilled

2. Delivery Coordination

Confirm delivery promise dates with customers

Coordinate with the Operations / Production Manager to ensure timely dispatch

Inform customers proactively in case of any delay and manage expectations professionally

3. Customer Feedback & Complaint Handling

Collect customer feedback after delivery

Record customer complaints, if any, in a structured manner

Coordinate with internal teams to resolve complaints quickly and effectively

Ensure closure confirmation from the customer after resolution

4. Enquiry & Sales Coordination

Forward new customer enquiries to the Sales Executive or Lead Coordinator

Track enquiry progress and ensure timely response from sales

Support sales team with customer information and follow-ups when required

5. Payment Collection & Coordination

Follow up with customers for timely payment as per agreed terms

Coordinate with Accounts team for payment confirmation and outstanding reports

Maintain payment follow-up records and escalation where required

6. CRM & Reporting

Maintain accurate customer records, interactions, complaints, and feedback in CRM or Excel

Track delivery performance, complaint resolution time, and payment status

Prepare daily, weekly, and monthly CRM and customer service reports

Required Skills & Qualifications

Bachelor’s degree in Business Administration, Commerce, or relevant field

1–4 years of experience in CRM, customer service, or sales coordination (B2B preferred)

Excellent verbal and written communication skills

Strong follow-up, coordination, and problem-solving abilities

Ability to handle customer concerns calmly and professionally

Proficiency in CRM software, MS Excel, and email communication

Good coordination skills with internal teams (Sales, Operations, Accounts)

Preferred Skills

Experience in industrial / manufacturing / engineering sector

Knowledge of order processing, dispatch cycles, and payment terms

Customer-first mindset with attention to detail

Ability to work under pressure and handle multiple customers simultaneously

Key Performance Indicators (KPIs)

Customer satisfaction score (CSAT)

On-time delivery communication accuracy

Complaint resolution turnaround time

Payment collection efficiency

Enquiry response and routing time

Accuracy of CRM records

• It is a Full Time Telesales / Telemarketing job for candidates with 2 - 5 years of experience.