Customer Management Operations | Senior Manager

Senior Executive - Customer Support

Support business customers with their day-to-day operation queries, technical queries, in timely manner.
Assist warehouse colleagues with operation, technical queries to ensure uninterrupted operations.
Investigate and resolve client queries quickly and patiently.
Work with carriers for distribution related issues, for prompt resolution to the customers.
Understand customer specific offerings & workflow, and monitor the entire cycle and workflow to ensure uninterrupted service (Inbound to Last mile delivery)
Proactively share any incidences/potential risk with the management team
Monitor the inventory levels, keep updating the relevant stakeholders.
Assist the warehouse in Stock take activities and audits.
Collaborate with customer supply chain team, warehouse team, fulfilment management to drive improvement and enhance customer service experience.
Prepare reports, run analysis for fulfilment customers and management team.
Be thorough with documentation and should have a sound knowledge of Claims Process
Support new implementations, customers, or new features in the testing environment.
Collaborate closely with IT team for technical issues or enhancement deployments.
Identify technology gaps in the process and portals and share the observations with relevant teams.
Show strong initiative, attention to detail, and should have the ability to interpret and resolve problems.
Must provide valuable insights, by running market research, to your team members and Business Partners.
Must acquire new and modify existing knowledge to support a changing marketplace and workforce.
Must implement plans with the purpose of achieving short- and long-term goals.
Exhibit individual control over day-to-day responsibilities and work collaboratively with other Business units to accomplish encouraging results.

QUALITIES AND QUALIFICATIO NS:

Graduate (Bachelor's degree from a recognized University in any discipline)
Minimum 4 years of experience.
Experience in Fulfilment operations and Ecommerce.
Must have warehousing/fulfilment center back-end support, customer service experience.
Must have a basic understanding of the IT infrastructure for ecommerce.
Good communication skills verbal/written.
Good with MS office (Excel, word, PowerPoint).
Good reporting, and analytical skills.