CRM & Outstanding Executive

CRM & Outstanding Executive

Department: CRM / Accounts Coordination

Experience: 1–3 Years preferred

Job Type: Full-Time

Location: Surat

About the Role

We are looking for a responsible and organized CRM & Outstanding Executive who will be responsible for customer communication, outstanding/payment follow-ups, maintaining customer records, managing customer groups, and coordinating day-to-day customer queries.

The candidate will act as an important link between the Customer, Sales Team, Accounts Team and Management and will ensure that customer information, outstanding records and follow-ups are properly maintained.

Key Responsibilities

1. Outstanding Calling & Payment Follow-Up

• Make regular calls to customers regarding pending/outstanding payments.
• Follow up with customers for overdue bills and payment commitments.
• Share outstanding statements/details with customers through WhatsApp, email or other approved channels.
• Maintain proper records of payment follow-ups.
• Record the customer’s response, expected payment date and payment commitment.
• Regularly follow up on promised payment dates.
• Coordinate with the Accounts Team regarding payment status and adjustments.
• Escalate long-pending or critical outstanding cases to the concerned senior/team member.
• Ensure that no important outstanding follow-up is missed.
• Maintain a daily calling and follow-up report.
• Keep customer-wise payment follow-up history updated.

2. Customer Records & Data Management

• Maintain records of outstanding bills, due dates, payment commitments and follow-ups.
• Ensure customer records are properly categorized
• Avoid duplication or incorrect customer records.
• Keep all customer-related information organized and easily accessible.

3. Overall CRM Management

• Handle day-to-day customer queries received through WhatsApp, calls or other communication channels.
• Understand the customer’s requirement and provide the appropriate response or coordinate with the concerned department.
• Forward sales/product-related queries to the concerned salesperson.
• Coordinate with the Accounts Team for payment, outstanding and billing-related queries.
• Coordinate with Dispatch/Operations wherever required for delivery, LR, parcel or order-related queries.
• Maintain proper follow-up until the customer’s query is resolved.
• Ensure that customer queries are not left unanswered.
• Maintain a record of pending queries and follow up until closure.
• Identify important or repeated customer issues and report them to management.

4. WhatsApp & Customer Group Management

• Create and maintain customer WhatsApp groups as per company requirements.
• Add/remove customers or relevant staff members when required.
• Maintain proper naming and categorization of customer groups.
• Share approved company announcements, outstanding statements, updates and other relevant information.
• Ensure that the correct information is shared with the correct customer/group.
• Monitor customer responses and queries received in groups.
• Maintain professionalism and discipline in all customer communication.
• Ensure company communication is clear, polite and timely.

5. CRM Follow-Up & Coordination

• Maintain a daily follow-up list of customers.
• Track pending customer responses and commitments.
• Coordinate between Sales, Accounts, Dispatch and Management whenever required.
• Ensure important customer requests are followed up until completion.
• Maintain records of important customer conversations and commitments.
• Identify customers requiring regular follow-up.
• Prepare daily/weekly CRM reports for management.
• Ensure that customer-related information is properly handed over whenever responsibility shifts between employees.

Daily Responsibilities

• Review pending outstanding list.
• Prepare priority-wise calling/follow-up list.
• Make outstanding/payment follow-up calls.
• Share outstanding statements with customers.
• Update payment commitments and customer responses.
• Check pending customer queries.
• Coordinate with Sales/Accounts/Dispatch for unresolved issues.
• Update CRM/customer records.
• Follow up on previously committed actions.
• Maintain daily calling and CRM activity report.
• Ensure all important customer queries and follow-ups are closed or properly carried forward.

Required Skills

• Good communication and customer-handling skills.
• Comfortable making regular phone calls.
• Good Hindi and English communication
• Basic knowledge of Excel/Google Sheets.
• Comfortable using WhatsApp and other communication tools.
• Good understanding of data entry and record maintenance.
• Ability to work with CRM/ERP software.
• Good follow-up and coordination skills.
• Strong attention to detail.
• Ability to maintain confidentiality of customer and financial information.
• Polite, patient and professional behaviour.
• Ability to handle multiple customers and follow-ups simultaneously.

Ideal Candidate

The ideal candidate should be organized, disciplined, persistent with follow-ups and comfortable communicating with customers regularly.

This role is not limited to calling. The candidate should be capable of independently maintaining customer records, outstanding follow-ups, CRM activities and customer communication, while coordinating with different departments to ensure that customer issues are resolved properly.

Key Performance Indicators (KPIs)

• Outstanding calls completed.
• Outstanding statements shared on time.
• Payment commitments recorded accurately.
• Follow-ups completed as scheduled.
• Customer queries responded to within the required time.
• Pending queries successfully closed.
• Customer records maintained accurately.
• CRM data updated regularly.
• Customer groups maintained properly.
• Accuracy of outstanding/customer information.
• Timeliness and quality of coordination with Sales and Accounts teams.