Role: Customer Relationship Manager (CRM)
We are looking for an experienced and customer-focused Customer Relationship Manager to manage customer relationships, coordinate with internal teams, follow up on leads and enquiries, and ensure a smooth customer journey from initial enquiry to project completion and after-sales support.
Key Responsibilities
- Manage and maintain strong relationships with existing and prospective customers.
- Handle customer enquiries related to solar rooftop and energy solutions.
- Follow up with leads, enquiries, proposals and ongoing opportunities.
- Understand customer requirements and coordinate with the sales and technical teams accordingly.
- Coordinate with internal departments for quotations, site visits, proposals, documentation and project execution.
- Maintain accurate customer records, lead status and follow-up details in CRM systems/Excel.
- Regularly follow up with customers to ensure timely resolution of queries and concerns.
- Handle customer complaints professionally and coordinate for quick resolution.
- Track customer feedback and identify opportunities to improve customer satisfaction.
- Prepare and maintain weekly/monthly CRM, sales and customer follow-up reports.
- Monitor lead conversion, follow-up status and customer engagement.
- Coordinate with the sales team for pending leads and prospective customers.
- Support promotional activities, customer meetings and events when required.
- Maintain proper documentation of customer communications and project-related information.
- Ensure timely communication with customers throughout the sales and project lifecycle.
- Develop long-term relationships with customers and support repeat/referral business.
Required Skills & Qualifications
- Graduate in any discipline; MBA/PGDM in Marketing or related field will be an advantage.
- 2–5 years of experience in CRM, Customer Relationship Management, Sales Coordination, Customer Support or a similar role.
- Experience in solar, electrical, construction, real estate, building materials, industrial services or B2B business will be preferred.
- Excellent communication and interpersonal skills.
- Good command of English, Hindi and Marathi.
- Strong follow-up and customer-handling skills.
- Good knowledge of MS Excel, MS Word and CRM tools/software.
- Strong coordination and problem-solving abilities.
- Good attention to detail and documentation skills.
- Ability to manage multiple customers and tasks simultaneously.
- Customer-oriented, organised and proactive approach.
Key Competencies
- Customer Relationship Management
- Communication & Negotiation
- Lead Follow-up
- Sales Coordination
- Customer Complaint Handling
- MIS & Reporting
- CRM Software
- MS Excel
- Team Coordination
- Problem Solving
- Time Management