Supply Chain Customer Communication Specialist

Job Title: Supply Chain Customer Communication Specialist

Location: Noida Sector 135

Job Type: Full-time

Job Overview:

The Supply Chain Customer Communication Specialist is responsible for managing and facilitating communication with customers regarding supply chain activities. This includes providing updates on order status, shipping schedules, potential delays, and inventory availability. The role is critical in maintaining customer satisfaction through transparent, timely, and accurate communication, as well as collaborating with internal teams to resolve supply chain challenges.

Key Responsibilities:

Customer Communication:

• Serve as the main point of contact for customers regarding supply chain-related inquiries.
• Proactively communicate order status, shipping updates, and delays, ensuring customers are informed in a timely manner.
• Address customer concerns and provide accurate and actionable solutions related to supply chain issues.

Coordination with Internal Teams:

• Collaborate with warehouse, logistics, procurement, and production teams to obtain accurate information on order status, inventory levels, and expected delivery timelines.
• Work with sales and operation teams to ensure customer expectations are met, and resolve any issues that arise.

Reporting & Documentation:

• Track and document customer communications and supply chain issues, ensuring a detailed record is maintained for future reference.
• Prepare reports on customer feedback, order delays, and other communication metrics to inform management and improve processes.

Issue Resolution:

• Investigate and resolve customer complaints related to supply chain delays, order fulfilment errors, or product availability issues.
• Work closely with logistics and operations teams to provide alternative solutions when necessary to meet customer needs.

Process Improvement:

• Identify opportunities to enhance communication strategies, improve response times, and streamline supply chain processes to improve customer satisfaction.
• Suggest improvements in supply chain workflows and tools to enhance the efficiency and accuracy of communication.

Customer Relationship Management:

• Build and maintain strong relationships with customers by delivering exceptional service and proactive communication.
• Provide product availability updates and manage customer expectations regarding lead times and delivery dates.

Ocean Freight Negotiation:

• Negotiate ocean freight contracts with shipping lines, freight forwarders, and third-party logistics providers to secure favourable rates and service terms.
• Regularly review and renew ocean freight contracts, ensuring compliance with company objectives, budget constraints, and service expectations.
• Analyze shipping costs and negotiate rate adjustments based on market trends, fuel surcharges, and other external factors.

Skills:

• Excellent communication skills (verbal and written) to effectively convey supply chain information to customers.
• Strong organizational skills and attention to detail.
• Problem-solving abilities and capacity to handle challenging customer situations.
• Familiarity with logistics, inventory management, and delivery systems.

Qualifications:

Education:

• Bachelors degree in Supply Chain Management, Logistics, Business Administration, or a related field. Equivalent work experience may be considered.

Experience:

• 3-5 years of experience in customer service, supply chain management, or logistics roles.
• Experience in customer communication or account management, particularly in a supply chain context, is preferred.

Perks and Benefits:

• Timings 10:30 AM to 7.30 PM (9-hours workday).
• International exposure.
• Gratuity
• Company holidays, personal days, sick leave.

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