Department: Customer Service / Logistics Operations / Supply Chain Management
Job Summary
We are looking for a proactive and customer-focused Executive – Customer Service & Supply Chain Success to manage client relationships, coordinate logistics operations, handle customer inquiries, and ensure seamless supply chain execution. The ideal candidate will act as the primary point of contact for customers, provide telephonic support, resolve service issues, and collaborate with internal teams to deliver an exceptional customer experience while maintaining operational efficiency. Similar logistics and customer success roles emphasize customer coordination, shipment visibility, escalation management, and cross-functional collaboration. (Bayt.com)
Key Responsibilities
- Handle inbound and outbound customer calls, emails, and follow-ups regarding orders, deliveries, and service requests.
- Build and maintain strong relationships with assigned customers and key accounts.
- Coordinate with logistics, warehouse, transportation, and operations teams to ensure timely order fulfillment.
- Track shipments and provide customers with regular status updates and delivery timelines.
- Manage customer complaints, escalations, and service issues, ensuring prompt resolution.
- Monitor order processing, dispatches, returns, and delivery performance.
- Maintain accurate customer records, call logs, and service reports in CRM systems.
- Conduct customer satisfaction calls and identify opportunities to improve service quality.
- Support account growth through customer engagement, upselling, and retention activities.
- Prepare daily, weekly, and monthly performance reports related to service levels, customer feedback, and operational KPIs.
- Collaborate with sales and business development teams to support customer onboarding and account management.
- Ensure compliance with company SOPs, service standards, and operational guidelines. (Bayt.com)
Required Skills
- Strong verbal communication and customer handling skills.
- Excellent telephone etiquette and relationship management abilities.
- Knowledge of logistics, transportation, warehousing, or supply chain processes.
- Ability to handle customer escalations professionally and effectively.
- Proficiency in CRM software, MS Excel, and reporting tools.
- Strong coordination, multitasking, and problem-solving skills.
- Customer-centric approach with attention to detail.
- Ability to work in a fast-paced and target-driven environment.
Qualifications
- 1–4 years of experience in Customer Service, Customer Success, or Calling/Tele-Support roles.
- Experience in handling customer interactions via phone, email, and CRM platforms will be preferred.
Key Performance Indicators (KPIs)
- Customer Satisfaction (CSAT)
- First Call Resolution (FCR)
- Service Level Agreement (SLA) Compliance
- On-Time Delivery Coordination
- Customer Retention & Engagement
- Escalation Resolution Time
- Account Growth & Business Retention
- Operational Accuracy and Reporting Quality
Preferred Background
Candidates with experience in:
- Customer Service
- Logistics Operations
- Supply Chain Coordination
- Freight & Transportation
- E-commerce Operations
- Key Account Management
- Telecalling / Customer Support
- Customer Success Management
Pay: ₹15,000.00 - ₹20,000.00 per month
Work Location: In person
