Job Summary
The Senior Customer Executive is responsible for managing reverse pickup operations, ensuring timely coordination with customers, clients, delivery teams, and hubs. The role also involves preparing and maintaining Management Information System (MIS) reports, monitoring service levels, resolving operational issues, and ensuring accurate documentation and timely communication with all stakeholders.
Key Responsibilities
Reverse Pickup Operations
- Coordinate and schedule reverse pickup requests received from clients.
- Ensure timely assignment and completion of reverse pickups as per agreed SLAs.
- Monitor pending reverse pickups and follow up with field teams for closure.
- Coordinate with branches, hubs, delivery executives, and clients to resolve pickup-related issues.
- Track failed pickups and arrange re-attempts wherever required.
- Maintain accurate records of all reverse pickup requests and their status.
- Escalate critical delays or service failures to the Operations Manager.
MIS & Reporting
- Prepare daily, weekly, and monthly MIS reports related to reverse pickups and operational performance.
- Maintain dashboards for pickup status, SLA compliance, pending cases, and productivity.
- Analyze operational data and identify trends, exceptions, and improvement opportunities.
- Ensure data accuracy and timely submission of reports to management and clients.
- Generate customized reports as required by internal teams and customers.
Customer & Client Coordination
- Act as the primary point of contact for reverse pickup-related customer queries.
- Provide timely updates to clients regarding pickup status and issue resolution.
- Ensure professional communication through email, phone, and internal communication platforms.
- Maintain high customer satisfaction by resolving concerns within defined timelines.
Process Compliance
- Ensure adherence to company SOPs and client-specific operational guidelines.
- Maintain proper documentation for all reverse pickup transactions.
- Identify process gaps and recommend improvements for operational efficiency.
- Support audits and compliance requirements by providing necessary reports and documentation.
Team Support
- Guide and support junior customer executives in handling daily operations.
- Coordinate with cross-functional teams to ensure seamless execution.
- Assist management in implementing new operational processes and system improvements.
Qualifications
- Bachelor's Degree in any discipline.
- Additional certification in Logistics, Supply Chain, or Data Management is an added advantage.
Experience
- 3–5 years of experience in customer service, logistics operations, or reverse logistics.
- Experience in MIS reporting and operational coordination is preferred.
Required Skills
- Strong communication and interpersonal skills.
- Excellent coordination and follow-up abilities.
- Advanced knowledge of Microsoft Excel (Pivot Tables, VLOOKUP/XLOOKUP, formulas, charts).
- Proficiency in Microsoft Office applications.
- Experience working with TMS, CRM, or logistics management software.
- Strong analytical and problem-solving skills.
- Ability to work under pressure and manage multiple priorities.
- Good organizational and time management skills.
- High attention to detail and accuracy.
Pay: ₹11,209.45 - ₹20,000.00 per month
Work Location: In person
