Customer Service Executive/ Sr Executive

Job description:

• Customer Interaction: Respond to customer inquiries via phone, email, and chat in a timely and professional manner. Manage customer complaints and provide appropriate solutions or alternatives.
• Order Management: Process customer orders, returns. Coordinate with the logistics and supply chain team to ensure timely delivery. Monitor and track order status, keeping customers informed throughout the process.
• Issue Resolution: Handle product-related issues, delivery problems, and billing.
• Collaboration: Work closely with the sales, marketing, and logistics teams to meet customer needs. Provide insights and feedback from customers to help improve product offerings and services
• Reporting & Documentation: Maintain comprehensive records of customer interactions and transactions. Generate and analyze fill rate.

Key responsibilities:

• Open order report - Circulation
• Stock Allocation report publishing
• Consolidation of feedback from CFA on dispatchable by evening(staples and FMCG)
• D-1 - Dispatch losses and reason collection of losses
• Daily calls with CFA - KAMs / RLMS to ensure service
• Daily Fill rate loss tree consolidation Weekly/Monthly fill rate - Publishing
• Unloading issues - Co ordination