CRM -Coordinator

Job Description:

Position: CRM Executive 
Department: Sales & Marketing / Customer Experience
Industry: Paint Manufacturing
Location: Faridabad, Haryana (or relevant location)

Key Responsibilities

1. Customer Engagement & Retention

• Build and maintain strong relationships with existing clients, distributors, and dealers.

• Serve as the key point of contact for high-value customers and handle escalations.

• Follow up on customer satisfaction post-delivery or service.

2. CRM Software & Data Management

• Operate CRM platforms like Salesforce, Zoho CRM, SAP CRM, etc., tailored to the company’s size and budget.

• Maintain up-to-date and accurate records of customer interactions, orders, and feedback.

• Analyze customer data to identify trends and suggest improvements.

3. Order Management & Coordination

• Coordinate with the production and logistics teams to ensure timely delivery of paint products.

• Track orders, dispatches, and returns in coordination with SAP/ERP teams.

• Provide customers with regular updates on their order status.

4. Feedback & Complaint Resolution

• Record and resolve customer complaints regarding paint performance, delivery, packaging, etc.

• Initiate root-cause analysis for recurring issues and propose corrective actions.

5. Campaigns & Loyalty Programs

• Design and execute campaigns to improve dealer engagement and loyalty.

• Offer schemes, promotions, or incentives based on customer behavior and buying patterns.

6. Reporting & Insights

• Generate weekly/monthly CRM reports: churn analysis, sales funnels, NPS, etc.

• Provide insights to the marketing and product teams for improvement.