Customer Relationship Management Executive

JOB DESCRIPTIONPosition: Malayalam-Speaking CRM Executive

Department: Customer Relationship Management

Location: Assan Khandra Village, Near Sanskriti School, Panipat, Haryana

Employment Type: Full-Time

Reports To: Managing Director / Sales Team as per assigned responsibility

Language Requirement:Malayalam – Mandatory

About The House of Sarla

The House of Sarla, the flagship brand of Sarla Mills Pvt. Ltd., is engaged in manufacturing, trading, and exporting home furnishing products including blankets, comforters, bedsheets, towels, cushions, mats, floor coverings, and flannel blankets.

Our vision is Together We Grow and our mission is On-Time Delivery. We value Coachability, Authenticity, and Integrity in every team member.

Position Purpose

The Malayalam-Speaking CRM Executive will manage customer relationships and coordinate the complete customer journey from initial inquiry through order execution and post-sales support.

The role requires strong communication and coordination skills, with the ability to communicate effectively with Malayalam-speaking customers, while coordinating internally with Sales, Merchandising, PPC, Dispatch, Accounts, and other departments.

Key Responsibilities1. Customer Relationship Management

• Handle customer communication from initial inquiry through order completion.
• Understand customer requirements and coordinate internally for suitable solutions.
• Maintain professional and timely communication with customers.
• Build and maintain long-term customer relationships.

2. Inquiry Management

• Receive and record customer inquiries accurately.
• Understand product, quantity, pricing, delivery, and other customer requirements.
• Coordinate with the concerned internal departments for inquiry resolution.
• Ensure timely follow-up on inquiries.

3. Order Coordination

• Coordinate customer orders from confirmation to completion.
• Follow up with relevant departments regarding production and order status.
• Keep customers updated regarding order progress whenever required.
• Identify potential delays and escalate them appropriately.

4. Internal Coordination

Coordinate with:

• Sales
• Merchandising
• PPC
• Production
• Purchase
• Accounts
• Dispatch
• Outsourcing

to ensure smooth execution of customer requirements.

5. Customer Complaint & Query Handling

• Understand customer concerns and coordinate internally for resolution.
• Maintain proper records of customer complaints and resolutions.
• Follow up until the issue is satisfactorily addressed.
• Escalate critical issues to the concerned senior/MD.

6. Post-Sales Service

• Maintain regular communication with customers after order execution.
• Coordinate regarding delivery-related concerns.
• Collect customer feedback.
• Support repeat business by maintaining strong customer relationships.

7. CRM Documentation

• Maintain accurate customer information and communication records.
• Update CRM/PMS and Google Sheets as required.
• Maintain proper records of inquiries, orders, follow-ups, and complaints.

Key Result Areas (KRAs)

1. Customer Relationship Management
2. Inquiry Management
3. Order Coordination
4. Customer Communication
5. Complaint Resolution
6. Internal Coordination
7. Customer Retention
8. CRM Data Accuracy

Key Performance Indicators (KPIs)

• Timely response to customer inquiries
• Inquiry follow-up accuracy
• Customer satisfaction
• Order coordination accuracy
• Timely resolution of customer issues
• Customer retention and repeat business
• Accuracy of CRM/customer records
• Effective coordination with internal departments

Required CompetenciesFunctional Competencies

• Customer Relationship Management
• Inquiry Handling
• Order Coordination
• Complaint Handling
• Follow-up Management
• Documentation
• Internal Coordination

Behavioural Competencies

• Communication
• Active Listening
• Patience
• Problem Solving
• Accountability
• Customer Orientation
• Teamwork
• Attention to Detail

Language Requirements

Mandatory:

• Malayalam – Fluent speaking and understanding
• English – Good working communication

Hindi: Preferred for internal workplace communication.

The candidate should be comfortable communicating professionally with Malayalam-speaking customers and coordinating requirements internally with the relevant teams.

Technical Skills

• Google Sheets
• PMS
• Gmail / Outlook
• WhatsApp
• Basic MS Excel
• CRM/customer database management

Educational Qualification

Graduate in any discipline.

A degree/diploma in Business Administration, Commerce, Marketing, or a related field will be an advantage.

Experience

• 1–3 years of experience in CRM, Customer Service, Sales Coordination, or a similar role.
• Experience in textile, home furnishing, manufacturing, trading, or B2B business will be preferred.
• Malayalam-speaking candidates are mandatory for this position.

Preferred Candidate Profile

The ideal candidate should:

• Communicate confidently and professionally with customers.
• Be comfortable handling multiple customer requirements simultaneously.
• Demonstrate Coachability and willingness to learn.
• Display Authenticity in customer and internal communication.
• Maintain Integrity in customer commitments, records, and follow-ups.
• Take ownership of customer issues until proper resolution.
• Be patient, organized, and highly attentive to detail.

Contact details :

Mail to : [HIDDEN TEXT]

Call/Whatsapp :[phone removed]