Role Summary
This is a versatile, dual-skilled role combining back-office transaction-lifecycle operations with front-line customer support on a B2B commodity trading marketplace. You will own trades end to end — coordinating buyers, sellers and inspection agencies through dispatch, inspection, payment and commission settlement — while also serving as a first point of contact for platform users, resolving queries and managing support tickets. It suits a commerce-oriented professional who can move comfortably between structured back-office execution and responsive customer interaction.
Key Responsibilities
A. Transaction / Trade Desk Operations
- Manage the complete transaction lifecycle on the trading platform — contract initiation, execution, and closure on fulfilment of all obligations.
- Coordinate between buyers, sellers, and Independent Inspection Agencies (IIAs) to keep each trade on track.
- Follow up with buyers for timely payment of contract value and with sellers for timely dispatch (best-effort coordination and status tracking).
- Update dispatch and payment status accurately and in real time on the platform; liaise with inspection agencies for timely publication of inspection reports.
- Generate commission invoices for sellers and follow up for timely realisation of commission payments.
- Maintain accurate transaction records; record and reconcile payment receipts.
B. Customer Support
- Provide end-to-end onboarding and activation support to new users, in coordination with the client’s branch team.
- Address platform-related queries and help users carry out day-to-day activities smoothly.
- Log, track, resolve and escalate user tickets through the ticketing system, maintaining agreed response and resolution SLAs.
- Manage the dedicated client communication channels (email IDs and contact numbers), including after-hours automated-response flow.
- Collect, monitor and report customer feedback and satisfaction ratings.
- Contribute to and maintain the user knowledge base; escalate exceptions per the defined matrix.
Required Qualifications & Skills
- Graduate, preferably in Commerce (B.Com) or a related discipline.
- 1–3 years’ experience spanning back-office / transaction operations and / or customer support; candidates who have handled both are strongly preferred.
- Ability to multitask and switch between structured back-office execution and customer-facing interaction through the day.
- Strong follow-up discipline, attention to detail, and a customer-first attitude.
- Excellent written and verbal communication in English and Hindi.
- Working proficiency with web portals and MS Excel.
Preferred / Good to Have
- Exposure to commodities, logistics, B2B trade, or marketplace operations.
- Familiarity with helpdesk / ticketing tools (e.g., Zoho Desk, Freshdesk).
- Additional regional language (Odia or Bengali).
