CRM Executive PPE Tools

KEY RESPONSIBILITIES

1. Lead Management & Sales Coordination

• Receive, record and maintain leads generated through various channels.
• Allocate leads to the appropriate internal sales representative.
• Monitor lead status and ensure timely follow-up.
• Track the complete Lead-to-Offer-to-Deal process.
• Follow up with the sales team on pending enquiries and quotations.
• Ensure offer/quotation status is updated accurately in the CRM/system.
• Identify inactive, delayed or pending opportunities and ensure timely action.
• Maintain accurate daily lead and opportunity records.

2. Customer Relationship Management

• Develop and maintain strong relationships with existing and new customers.
• Understand customer requirements and coordinate with the appropriate internal team.
• Maintain regular communication with customers throughout the buying process.
• Provide customers with timely updates on quotations, orders and deliveries.
• Build customer confidence and trust through professional and responsive communication.
• Handle customer queries and coordinate internally for timely resolution.
• Maintain long-term customer relationships and support repeat business.
• Identify opportunities to improve customer experience and increase business volume.

3. Order-to-Delivery Coordination

• Coordinate the complete Order-to-Delivery process.
• Track customer orders from confirmation until final delivery.
• Coordinate with Sales, Operations, Stores, Dispatch/Logistics and other relevant departments.
• Monitor order progress and identify potential delays.
• Keep customers informed about order and delivery status.
• Follow up internally to ensure customer commitments are fulfilled.
• Escalate critical delays, customer concerns and unresolved issues.
• Maintain proper records of order and delivery status.

4. Payment & Collection Follow-up

• Follow up with customers for pending payments.
• Monitor customer outstanding balances in coordination with Accounts/Finance.
• Track Collections vs. Outstanding.
• Maintain payment commitment and follow-up records.
• Coordinate with internal teams regarding overdue accounts.
• Ensure regular follow-up on pending collections.
• Highlight critical or delayed payments to the concerned stakeholders.

5. Customer Feedback & Post-Sales Engagement

• Collect customer feedback after each transaction.
• Understand customer concerns related to product, delivery, service and buying experience.
• Record customer feedback accurately in the system.
• Coordinate internally to resolve customer concerns.
• Track corrective actions until closure.
• Identify recurring issues and suggest opportunities for improvement.
• Record customer appreciation and positive feedback.
• Support continuous improvement initiatives to enhance customer satisfaction.

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MRO / PPE & TOOLS BUSINESS SUPPORT

• Support the MRO division in customer relationship and sales coordination activities.
• Develop a working understanding of PPE, Safety Products, Industrial Tools and MRO products.
• Understand customer requirements and connect them with the appropriate product/sales representative.
• Support both existing customer business and new customer development.
• Identify opportunities to increase business from existing customers.
• Maintain regular engagement with key customers.
• Support the sales team in improving customer conversion and customer retention.
• Participate in customer visits and meetings as required.

CRM, MIS & DATA MANAGEMENT

The CRM Executive will be responsible for maintaining accurate customer, lead, offer and order information and preparing regular reports for management.

Key Reports

• Lead Status Report
• Lead-to-Deal Conversion Report
• Offer/Quotation Status Report
• Conversion Ratio
• Customer Improvement Plan vs. Achievement
• Late Delivery %
• Collections vs. Outstanding
• Customer Satisfaction Report
• Customer Feedback Report
• Customer Appreciation Report
• Weekly Management Reports
• Monthly Management Reports

CRM / ERP Responsibilities

• Maintain accurate customer and lead information.
• Update lead, offer and order status regularly.
• Monitor pending follow-ups and activities.
• Generate reports from CRM/ERP systems.
• Ensure data accuracy and completeness.
• Maintain proper records of customer interactions.
• Use system data to identify pending opportunities and customer issues.

REQUIRED SKILLS & COMPETENCIES

Customer Relationship Management

• Strong customer relationship and interpersonal skills.
• Customer-centric approach.
• Ability to build rapport and maintain long-term relationships.
• Ability to handle customer concerns professionally.

Communication

• Excellent verbal communication skills.
• Good written communication skills.
• Strong follow-up and coordination skills.
• Ability to communicate effectively with customers and internal stakeholders.

Coordination & Ownership

• Strong coordination and follow-up ability.
• Ability to manage multiple activities simultaneously.
• Good delegation and task-monitoring skills.
• Ability to work effectively with cross-functional teams.
• Strong ownership and problem-solving approach.

Excel & Reporting

• Good working knowledge of MS Excel / Google Sheets.
• Ability to maintain and analyze customer and sales data.
• Ability to prepare MIS reports.
• Working knowledge of formulas, filtering, sorting and Pivot Tables is preferred.
• Ability to create structured formats and reports for management review.

CRM / System Knowledge

• Experience working with CRM/ERP software.
• Ability to maintain lead, customer, quotation and order information.
• Knowledge of Focus software will be an advantage.

PREFERRED CANDIDATE PROFILE

Candidates with experience in the following areas will be preferred:

• CRM / Customer Relationship Management
• Sales Coordination
• Sales Support
• Inside Sales
• Customer Success
• Order Management
• MRO Products
• PPE / Safety Products
• Industrial Tools
• Hand Tools
• Power Tools
• Industrial Consumables
• B2B Sales Coordination

Candidates who have experience managing B2B customers, sales coordination, order processing, customer follow-up and MIS reporting will be preferred.

FIELD & CUSTOMER INTERACTION

This is a customer-facing role involving field visits and travel to customers.

The candidate should be comfortable with:

• Customer visits and meetings
• Requirement gathering
• Product/order follow-up
• Customer relationship management
• Post-sales follow-up
• Payment follow-up
• Customer issue resolution

KEY PERFORMANCE INDICATORS

Performance will be evaluated based on:

• Lead allocation and follow-up
• Lead-to-deal conversion
• Pending quotation follow-up
• CRM data accuracy
• Customer engagement
• Order-to-delivery coordination
• Reduction in delayed deliveries
• Customer satisfaction
• Customer feedback and issue resolution
• Collection follow-up
• Outstanding payment monitoring
• Existing customer business growth
• Timeliness and accuracy of MIS reports
• Customer retention and relationship development

WORK TOOLS

• Laptop
• Official Email ID
• Mobile/SIM
• CRM/ERP Software
• MS Excel / Google Sheets
• MS PowerPoint