CRM Executive

Key Responsibilities

A. Customer Relationship Management

• Act as the primary point of contact for clients
• Handle inquiries related to shipments, delays, and documentation
• Maintain strong client relationships and satisfaction levels

B. Shipment Coordination

• Track shipments (domestic/international)
• Coordinate with transporters, warehouse teams, and vendors
• Update customers on shipment status (dispatch, transit, delivery)

C. Issue Resolution

• Handle delivery delays, damages, shortages, and complaints
• Coordinate internally for quick resolution
• Maintain escalation matrix adherence

D. Documentation Management

• Ensure accuracy of invoices, e-way bills, PODs (Proof of Delivery)
• Maintain records in CRM/ERP systems
• Verify shipment-related compliance documents

E. CRM System Management

• Update customer data, shipment status, and communication logs
• Generate reports (TAT, service levels, complaint resolution)
• Ensure data accuracy and completeness

F. Coordination & Communication

• Liaise with operations, warehouse, billing, and sales teams
• Ensure alignment between customer expectations and operations