Customer Champion

Job Purpose:

At Customer experience department, our aim is to provide superlative experience to all our customers (transacted or prospects) across all channels which will ensure better customer stickiness. In this department, as a Customer Champion, your job will be to provide AHAA EXPERIENCE to all our new and repeat customers.

Role & responsibilities

• To oversee end-to-end customer journey with Pivot - right from onboarding to transaction. Be available for the customer as and when required.
• You will be the first point of contact (within Birla Pivot system) for the customer. To ensure you give an awesome first-time experience (AHAA MOMENT) to the customer by onboarding him/her smoothly
• You job will involve significant stakeholder management. You will be required to coordinate with external (customers and suppliers) as well as internal (CX, sales, category, logistics, credit, finance, product etc.) stakeholders on a daily basis.
• You will be the fall-back point of contact for the customers as and when they are facing challenges which are not being handled as per their expectations. In all such cases, to manage inbound customer queries with satisfactory resolution
• The job will also involve working on multiple systems like CRM tools, accounting books etc.
• You will regularly take feedback from the customers post order delivery/ long dormancy and pipe that in the system for continuous improvement

Role KPIs

• Customer repeat purchase rate
• Customer NPS score
• Customer CSAT score
• Productivity (No. of customers managed per person)
• 360 deg feedback score.

Qualification:

• Bachelor's degree in engineering, Business, or related field. MBA is a plus.
• 3+ years of experience in product management, with hands-on experience in warehousing modules or order management systems.
• Strong understanding of supply chain processes, inventory management, and finance controllership workflows.
• Proficiency in using product management tools like JIRA, Trello, or similar.
• Data-driven mindset with the ability to analyses metrics and derive actionable insights.
• Excellent communication, leadership, and organizational skills.
• Experience working in agile or scrum environments.
• Min. 2 years experience in the field of central operations/ customer service is a must
• Min. 1 years experience of handling customers directly is a must
• Experience in a B2B industry is a plus
• Experience in an ecommerce is a plus

Skills:

• Must inherit CUSTOMER FIRST attitude
• Must have complete ownership of tasks assigned
• Excellent communication and negotiation skills
• Should be a hardworking individual who practices perseverance
• A smart individual who has the ability to persuade other parties by putting forth relevant and relatable pointers.