CRM -Coordinator
- Faridabad, Haryana
- Permanent
- Full-time
Department: Sales & Marketing / Customer Experience
Industry: Paint Manufacturing
Location: Faridabad, Haryana (or relevant location)Key Responsibilities1. Customer Engagement & RetentionBuild 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 ManagementOperate 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 & CoordinationCoordinate 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 ResolutionRecord and resolve customer complaints regarding paint performance, delivery, packaging, etc.Initiate root-cause analysis for recurring issues and propose corrective actions.5. Campaigns & Loyalty ProgramsDesign and execute campaigns to improve dealer engagement and loyalty.Offer schemes, promotions, or incentives based on customer behavior and buying patterns.6. Reporting & InsightsGenerate weekly/monthly CRM reports: churn analysis, sales funnels, NPS, etc.Provide insights to the marketing and product teams for improvement.