Job Description

: CRM Executive / CRM Manager

Company:

Pet Tools Pvt Ltd

Department:

Sales & Marketing / Customer Relations

Location:

Rabale, Navi Mumbai

Experience:

2-5 years (for Executive) / 5-8 years (for Manager)

Who We Are

Pet Tools Pvt. Ltd.

is a trusted leader in the precision

engineering and manufacturing industry

. With a strong legacy of craftsmanship and innovation, we specialize in delivering high-performance tools and components that meet the most demanding standards of accuracy and durability.

At Pet Tools, we believe in

engineering excellence, continuous learning, and teamwork.

Our people are the foundation of our success -- skilled professionals who take pride in delivering precision that powers industries.

Position Overview

The CRM Executive/Manager will be responsible for managing customer relationships, improving customer satisfaction, and ensuring timely communication with clients of Pet Tools Pvt Ltd. The role involves handling customer queries, maintaining CRM databases, coordinating with internal teams (Sales, Production, Dispatch), and supporting business growth through effective communication and follow-up.

Key Responsibilities

A. CRM & Customer Support

Manage and maintain the CRM system with updated client information. Handle daily customer interactions through calls, emails, and WhatsApp. Resolve customer queries related to orders, delivery status, product details, and service issues. Ensure proper customer follow-up and maintain communication until closure.

B. Co-ordination

Assist the team by preparing quotations, sales orders, and follow-up reports. Coordinate with production and stores for order status updates. Update customers on order progress, dispatch schedules, and delivery timelines.

C. Data & Reporting

Maintain customer databases, sales trackers, and follow-up logs.Generate daily/weekly/monthly CRM and sales activity reports. Analyse customer patterns, repeat orders, and feedback for improvement.

D. Customer Retention & Satisfaction

Collect feedback and escalate complaints to relevant departments. Support in resolving customer issues promptly to ensure satisfaction. Implement retention strategies for long-term customer relationships.

E. Process & System Improvement

Identify gaps in the CRM process and suggest improvements. Ensure proper documentation and filing of customer interactions. Support digital initiatives to streamline CRM processes.

Required Skills & Competencies

Strong communication skills (verbal & written). Good customer handling and problem-solving abilities. Knowledge of CRM tools/software (Zoho, Salesforce, or in-house CRM). Proficiency in MS Excel, Outlook, and basic reporting. Ability to manage multiple tasks with attention to detail. Positive attitude and willingness to learn the product line.

Qualifications

Bachelor's Degree (Any stream - Engineering/Management preferred). Experience in the manufacturing / engineering / tooling industry is a plus. CRM/Sales coordination experience is mandatory.

Key Performance Indicators (KPIs)

Customer satisfaction and retention rate. Response time and query closure rate. CRM data accuracy and timely reporting. Coordination efficiency with internal teams. Reduction in customer complaints and escalations.

Work Environment

Fast-paced manufacturing environment. Requires coordination with Sales, Production, Store, and Dispatch teams. Occasional client visits or virtual meetings if required.
Job Types: Full-time, Permanent

Pay: ₹25,000.00 - ₹40,000.00 per month

Benefits:

Leave encashment Provident Fund
Work Location: In person