Executive - Customer Service

Objective

This position is responsible for managing and enhancing customer interactions and service performance within the Distribution Centre. The role ensures timely resolution of inquiries, effective communication between internal teams and customers, and contributes to customer satisfaction and operational efficiency. Customer Relationship Management

Act as a liaison between the Distribution Centre and internal / external customers, addressing inquiries and concerns in a timely and professional manner. Maintain up-to-date customer records, delivery status reports, and order documentation. Support the resolution of complaints and delivery discrepancies with root cause analysis and corrective actions. Operational Support & Coordination

Coordinate with DC, logistics, and last-mile teams to ensure accurate and on-time dispatch of customer orders. Analyze customer service trends, report recurring issues, and collaborate with cross-functional teams to improve turnaround time. Follow up on open service requests and ensure escalations are handled promptly. Service Quality & Communication

Respond to customer queries via phone, email, and system portals, ensuring professional and courteous communication. Update customers proactively on order status, stock availability, or delivery timelines. Support the preparation of customer service KPIs and periodic service-level reports. Continuous Improvement

Recommend process enhancements and digital tools to improve service response and customer satisfaction. Participate in service improvement projects, system upgrades, and training initiatives to build service capability. Maintain in-depth product knowledge and awareness of internal distribution processes to support accurate resolution. Desired Experience

1-3 years of experience working in a warehouse or distribution center environment in a similar role or related position is preferred. Strong interpersonal and problem-solving skills, with the ability to multitask in a fast-paced setting. Working knowledge of ERP systems, MS Office, and customer service platforms is preferred. Bachelor’s degree in Business Administration, Supply Chain, or a related field.

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