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Job Title: Customer Relationship Executive

Company: Azimuth Business On Wheels Pvt. Ltd.

Location: Delhi NCR

Experience: 1–4 Years

Salary: ₹25,000 per month

Reporting To: Customer Relationship Manager / Operations Head

About the Company

Azimuth Business On Wheels is a specialist design and manufacturing company providing customised mobile and modular business solutions. Its projects include food trucks, food trailers, mobile kitchens, retail kiosks, cafés, speciality vehicles, mobile medical units, and other purpose-built structures.

Role Overview

We are looking for an organised, empathetic, and proactive Customer Relationship Executive who will serve as the primary communication link between customers and internal teams from order confirmation through project delivery and after-sales support.

The role involves managing customer communication, coordinating design approvals, providing project updates, following up on payments and approvals, handling concerns, coordinating delivery, and maintaining long-term customer relationships.

Key Responsibilities

Customer Onboarding

• Welcome and formally onboard customers after order confirmation.
• Verify quotations, scope of work, payment terms, delivery location, and project schedule.
• Collect required customer, billing, GST, branding, technical, and delivery information.
• Explain project stages, approval processes, communication channels, and customer responsibilities.
• Create and maintain complete customer project files.

Project Communication & Coordination

• Act as the designated point of contact for customers during the project.
• Coordinate with sales, design, production, accounts, procurement, and delivery teams.
• Provide verified updates regarding project milestones and progress.
• Schedule design discussions, approval meetings, inspections, and delivery calls.
• Follow up for timely approvals, documents, selections, and other customer inputs.
• Document important customer instructions and decisions.
• Escalate unresolved queries or delays to the appropriate department.

Design & Approval Management

• Share layouts, 3D visualisations, branding designs, equipment plans, and related documents.
• Collect written approvals and consolidated revision comments.
• Coordinate revision requests with relevant internal teams.
• Maintain approval records and revision history.
• Obtain commercial approval before confirming additional work.

Payment Coordination

• Track payment milestones as per approved commercial terms.
• Share payment reminders and invoices in coordination with the accounts team.
• Confirm payment status internally before communicating acknowledgement.
• Escalate delayed payments that may impact procurement, production, or delivery.
• Ensure no unauthorised financial commitments, discounts, or payment extensions are offered.

Customer Updates & Expectation Management

• Provide regular project progress updates.
• Communicate dependencies and potential delays after internal confirmation.
• Avoid providing unverified production or delivery dates.
• Explain technical processes in clear, non-technical language.
• Manage customer expectations regarding customisation, fabrication tolerances, and project scope.

Complaint & Issue Resolution

• Receive and document customer concerns accurately.
• Coordinate with relevant departments to investigate issues.
• Track complaints through to resolution.
• Escalate serious, repetitive, or sensitive complaints when required.
• Maintain complaint and resolution records.
• Identify recurring issues and share improvement recommendations with management.

Pre-Delivery, Delivery & After-Sales

• Coordinate final inspections or virtual reviews.
• Ensure pending approvals, payments, and documents are completed before dispatch.
• Confirm delivery address, receiving contact, unloading requirements, and transportation arrangements.
• Coordinate with project and logistics teams regarding dispatch.
• Share handover documents, warranty details, operating instructions, and maintenance guidelines.
• Obtain delivery acknowledgement and customer sign-off.
• Conduct post-delivery follow-ups and collect customer feedback.
• Coordinate warranty and after-sales service requests.
• Identify opportunities for repeat orders, referrals, upgrades, and additional units.

Reporting & Documentation

• Maintain accurate customer records in the CRM.
• Prepare daily/weekly reports covering project status, approvals, payments, complaints, inspections, deliveries, and after-sales requests.
• Attend internal project-review meetings.
• Highlight issues that may affect customer satisfaction, project cost, or delivery.
• Maintain confidentiality of customer and company information.

Required Skills

• Excellent verbal and written communication skills in English and Hindi.
• Strong customer service and relationship management skills.
• Patient, composed, and solution-oriented approach.
• Excellent follow-up and coordination skills.
• Strong documentation and attention to detail.
• Strong organisational and time-management skills.
• Ability to manage multiple customers and projects simultaneously.
• Working knowledge of MS Excel, Word, Email, Google Workspace, and WhatsApp Business.
• Familiarity with CRM software is preferred.
• Basic understanding of quotations, invoices, payment milestones, and project documentation.
• Ability to understand and communicate basic technical information.

Preferred Industry Experience

Experience in customer relationship management, project coordination, or after-sales support in the following sectors will be preferred:

• Customised manufacturing
• Automobile or commercial vehicle industry
• Food trucks, trailers, and kiosks
• Commercial kitchen equipment
• Modular structures and prefabricated units
• Interior design and fit-out projects
• Machinery and capital equipment
• Construction or fabrication
• B2B project-based businesses
• Hospitality and food-service solutions

Educational Qualification

• Graduate in Business Administration, Commerce, Marketing, Hospitality, Communications, or a related field.
• Candidates with relevant customer-handling experience and strong communication skills may also be considered.

Ideal Candidate Profile

The ideal candidate should be:

• Empathetic, courteous, and customer-focused.
• Confident in communication while avoiding unauthorised commitments.
• Consistent with follow-ups and closure of pending actions.
• Detail-oriented with strong documentation skills.
• Calm while handling complaints and demanding customers.
• Capable of taking ownership from customer onboarding through after-sales support.
• Comfortable coordinating with sales, design, production, accounts, and logistics teams.
• Professional, mature, transparent, and customer-oriented.

Key Performance Indicators

Performance will be assessed based on:

• Customer onboarding completeness
• Accuracy and consistency of customer communication
• Timeliness of progress updates
• Turnaround time for approvals and customer inputs
• CRM documentation quality
• Complaint response and resolution time
• Customer satisfaction
• Timely payment milestone coordination
• Smooth inspections, deliveries, and handovers
• Reduction in communication-related disputes
• After-sales follow-up completion
• Customer testimonials, referrals, and repeat business