Customer Relations Executive

1. Job Summary

Agustya Automobile Pvt. Ltd. is looking for a responsible and customer-oriented Customer Relationship Executive cum Backend Executive to manage customer relationships and provide backend administrative and sales coordination support for commercial vehicles, including trucks and heavy-duty vehicles.

The candidate will be responsible for handling customer enquiries, maintaining customer databases, coordinating vehicle bookings and deliveries, preparing sales reports, managing documentation, following up on customer complaints, and coordinating with sales, service, accounts, and other internal departments to ensure smooth business operations and customer satisfaction.

2. Key Responsibilities

A. Customer Relationship Management

• Handle customer enquiries related to commercial vehicles, trucks, vehicle availability, quotations, and delivery schedules.
• Maintain good relationships with customers, fleet owners, transport operators, dealers, and corporate clients.
• Follow up with existing and prospective customers regarding enquiries, bookings, deliveries, and repeat business.
• Receive and coordinate the resolution of customer complaints and service-related issues.
• Collect customer feedback and maintain records of customer interactions.
• Coordinate with sales and service teams to ensure timely responses to customer requirements.

B. Backend Operations and Sales Coordination

• Provide backend support to the sales team for daily commercial vehicle business operations.
• Prepare and maintain quotations, sales orders, booking records, delivery schedules, and customer documentation.
• Update customer details, enquiry status, order information, and sales activities in company records or CRM software.
• Coordinate with internal departments for vehicle availability, stock status, invoicing, and delivery documentation.
• Maintain systematic records of pending enquiries, bookings, deliveries, and customer follow-ups.
• Assist the sales team with daily reports, monthly sales data, and other administrative activities.

C. Documentation and Data Management

• Maintain accurate customer databases, sales registers, enquiry trackers, and delivery records.
• Prepare daily, weekly, and monthly MIS reports as required by management.
• Verify the completeness of customer and vehicle-related documents before processing.
• Maintain proper filing and tracking of quotations, purchase orders, invoices, delivery documents, and other relevant records.
• Ensure timely data entry and accuracy of information in Excel, CRM systems, or other company software.

D. Coordination with Internal Departments

• Coordinate with sales, accounts, service, logistics, and other departments to ensure smooth business operations.
• Follow up on pending customer requirements and internal approvals.
• Assist in coordinating vehicle dispatches and customer deliveries.
• Track pending documentation and communicate status updates to the concerned teams.
• Support management with operational reports and customer-related information.

E. After-Sales Support

• Coordinate service reminders, maintenance appointments, and customer feedback.
• Follow up on warranty-related queries and service complaints with the concerned departments.
• Maintain records of unresolved customer issues and monitor them until closure.
• Support customer retention through timely communication and effective service coordination.

3. Educational Qualifications

• Bachelor's degree in Commerce, Business Administration, Marketing, or any relevant discipline.
• Basic computer knowledge and proficiency in Microsoft Excel, Word, and email communication.
• Knowledge of CRM software or ERP systems will be an added advantage.

4. Experience Required

• Experience in customer relationship management, backend operations, sales coordination, or automobile dealership operations is preferred.
• Experience in the commercial vehicle industry, particularly trucks, buses, and heavy-duty vehicles, will be an added advantage.
• Freshers with good communication, computer, and coordination skills may also be considered, depending on company requirements.

5. Required Skills

• Good communication and customer-handling skills.
• Strong follow-up and coordination abilities.
• Good knowledge of MS Excel, data entry, and documentation.
• Ability to manage multiple tasks and maintain accurate records.
• Problem-solving skills and attention to detail.
• Ability to coordinate effectively with sales, accounts, service, and logistics teams.
• Basic understanding of commercial vehicle sales and dealership operations.
• Ability to prepare reports and maintain customer databases.

6. Key Performance Indicators (KPIs)

• Timely follow-up on customer enquiries and sales leads.
• Accuracy and timely updating of customer and sales records.
• Timely preparation of quotations, reports, and documentation.
• Effective coordination of vehicle bookings and deliveries.
• Customer satisfaction and complaint resolution.
• Timely completion of backend activities and pending follow-ups.
• Accuracy of daily, weekly, and monthly MIS reports.