Senior Executive Control Tower

Job Title: Senior Executive Control Tower

Department: Control Tower

Location: Mumbai

Shift : Rotational

About Us:

Mahindra Logistics Limited is a leading integrated logistics & mobility solutions provider with over a decade of experience. We have a strong presence across the country. We offer Supply Chain solutions to diverse industry verticals such as Automotive, Engineering, Consumer Goods, Pharmaceuticals, Telecom, Commodities, and E-commerce and offer integrated employee transportation solutions to enterprise across IT, ITeS, manufacturing, Banking, Financial Services and Insurance, and Consulting Businesses.

Igniting Success!! In a way, that is what we essentially do. We believe that the success of a company lies in the success of its employees. We focus on Igniting Success for our employees by empowering them to deliver, be customer centric, build their capabilities & skillsets and develop a growth mindset. Being recognized as a Great Place to Work underlines our commitment to providing a positive work environment.

What you will learn and contribute to (Key Responsibilities):

• Responsible for the managing day to day process of Complaint management activities under CSE blended process.
• Ability to handle Customer Complaints in a consistent, systematic and responsive manner to the satisfaction of the customers.
• Strong governance on change management to create a customer focused approach to resolve complaints.
• Develop and maintain detailed reports of findings and routinely report to company management, making recommendations as necessary.
• Building strong collaboration with location sites and Ops. to ensure customer service, compliance and efficiencies.
• Responsible for assigning complaints to respective location sites and closure in the system, also performing location wise complaint reconciliations and share with stakeholders.
• Ability to make the complex data, detailed information clear and actionable, should be Solution-oriented approach.
• Capability to plan and execute improvement projects pertaining to Customer Service Excellence.
• Using statistical tools Identify, analyse, and interpret complaints data patterns and trends in complex data sets that could be helpful for the diagnosis and prediction.
• Attention to detail, strong problem-solving skills and technological proficiency, prepare reports for the management stating trends, patterns, and predictions using relevant data for continuous improvements with industry practiced requirements.

• Using graphical representation dashboard for analysis for the stakeholders to understand the data-analysis steps, enabling them to take important decisions based on various facts and trends.
• Co-ordination with multiple stakeholders both internally & externally to get the complaints resolved

Qualifications:

• Any Graduate.
• 2 to 3 years of experience in CRM or a similar role.
• Proven experience in complaint management & resolution.
• Experience using data analytics and advanced Excel.
• Knowledge of statistics and experience using problem-solving techniques.
• Strong analytical and data management skills preferred.
• Excellent communication skills (written & verbal).

About Us :

Mahindra Logistics Ltd is an equal opportunity employer that is committed to strengthening diversity and inclusion at the workplace through an enabling environment, supportive work life policies and a culture that welcomes and celebrates differences and creates a sense of belonging.

We do not tolerate any form of harassment or discrimination based on nationality, race, colour, sex, religion, gender identity or expression, sexual orientation, disability, age, pregnancy or marital status and allow for equal opportunities for all our team members.

We are an equal opportunity employer and are committed to maintaining respect and dignity for all.

Learn more about us at www.mahindralogistics.com