Customer Relationship Management Executive

JOB DESCRIPTIONPosition: Malayalam-Speaking CRM Executive
Department: Customer Relationship Management
Location: Assan Khandra Village, Near Sanskriti School, Panipat, Haryana
Employment Type: Full-Time
Reports To: Managing Director / Sales Team as per assigned responsibility
Language Requirement: Malayalam – Mandatory
About The House of Sarla
The House of Sarla, the flagship brand of Sarla Mills Pvt. Ltd., is engaged in manufacturing, trading, and exporting home furnishing products including blankets, comforters, bedsheets, towels, cushions, mats, floor coverings, and flannel blankets.
Our vision is "Together We Grow" and our mission is "On-Time Delivery." We value Coachability, Authenticity, and Integrity in every team member.
Position Purpose
The Malayalam-Speaking CRM Executive will manage customer relationships and coordinate the complete customer journey from initial inquiry through order execution and post-sales support.
The role requires strong communication and coordination skills, with the ability to communicate effectively with Malayalam-speaking customers, while coordinating internally with Sales, Merchandising, PPC, Dispatch, Accounts, and other departments.
Key Responsibilities1. Customer Relationship Management
Handle customer communication from initial inquiry through order completion.
Understand customer requirements and coordinate internally for suitable solutions.
Maintain professional and timely communication with customers.
Build and maintain long-term customer relationships.
2. Inquiry Management
Receive and record customer inquiries accurately.
Understand product, quantity, pricing, delivery, and other customer requirements.
Coordinate with the concerned internal departments for inquiry resolution.
Ensure timely follow-up on inquiries.
3. Order Coordination
Coordinate customer orders from confirmation to completion.
Follow up with relevant departments regarding production and order status.
Keep customers updated regarding order progress whenever required.
Identify potential delays and escalate them appropriately.
4. Internal Coordination
Coordinate with:
Sales
Merchandising
PPC
Production
Purchase
Accounts
Dispatch
Outsourcing
to ensure smooth execution of customer requirements.
5. Customer Complaint & Query Handling
Understand customer concerns and coordinate internally for resolution.
Maintain proper records of customer complaints and resolutions.
Follow up until the issue is satisfactorily addressed.
Escalate critical issues to the concerned senior/MD.
6. Post-Sales Service
Maintain regular communication with customers after order execution.
Coordinate regarding delivery-related concerns.
Collect customer feedback.
Support repeat business by maintaining strong customer relationships.
7. CRM Documentation
Maintain accurate customer information and communication records.
Update CRM/PMS and Google Sheets as required.
Maintain proper records of inquiries, orders, follow-ups, and complaints.
Key Result Areas (KRAs)
Customer Relationship Management
Inquiry Management
Order Coordination
Customer Communication
Complaint Resolution
Internal Coordination
Customer Retention
CRM Data Accuracy
Key Performance Indicators (KPIs)
Timely response to customer inquiries
Inquiry follow-up accuracy
Customer satisfaction
Order coordination accuracy
Timely resolution of customer issues
Customer retention and repeat business
Accuracy of CRM/customer records
Effective coordination with internal departments
Required CompetenciesFunctional Competencies
Customer Relationship Management
Inquiry Handling
Order Coordination
Complaint Handling
Follow-up Management
Documentation
Internal Coordination
Behavioural Competencies
Communication
Active Listening
Patience
Problem Solving
Accountability
Customer Orientation
Teamwork
Attention to Detail
Language Requirements
Mandatory:
Malayalam – Fluent speaking and understanding
English – Good working communication
Hindi: Preferred for internal workplace communication.
The candidate should be comfortable communicating professionally with Malayalam-speaking customers and coordinating requirements internally with the relevant teams.
Technical Skills
Google Sheets
PMS
Gmail / Outlook
WhatsApp
Basic MS Excel
CRM/customer database management
Educational Qualification
Graduate in any discipline.
A degree/diploma in Business Administration, Commerce, Marketing, or a related field will be an advantage.
Experience
1–3 years of experience in CRM, Customer Service, Sales Coordination, or a similar role.
Experience in textile, home furnishing, manufacturing, trading, or B2B business will be preferred.
Malayalam-speaking candidates are mandatory for this position.
Preferred Candidate Profile
The ideal candidate should:
Communicate confidently and professionally with customers.
Be comfortable handling multiple customer requirements simultaneously.
Demonstrate Coachability and willingness to learn.
Display Authenticity in customer and internal communication.
Maintain Integrity in customer commitments, records, and follow-ups.
Take ownership of customer issues until proper resolution.
Be patient, organized, and highly attentive to detail.
Contact details :
Mail to : recruitment@sarlamills.in
Call/Whatsapp :9254990512

Work arrangement
No