Customer Support Executive

Job Title

Responsibilities:

• Support business customers with their day-to-day operation queries, technical queries, in a timely manner.
• Assist warehouse colleagues with operation, technical queries to ensure uninterrupted operations.
• Investigate and resolve client queries quickly and patiently.
• Work with carriers for distribution related issues, for prompt resolution to the customers.
• Understand customer specific offerings & workflow, and monitor the entire cycle and workflow to ensure uninterrupted service (Inbound to Last mile delivery)
• Proactively share any incidences/potential risk with the management team.
• Monitor the inventory levels, keep updating the relevant stakeholders.
• Assist the warehouse in Stock take activities and audits.
• Collaborate with customer supply chain team, warehouse team, fulfilment management to drive improvement and enhance customer service experience.
• Prepare reports, run analysis for fulfilment customers and management team.
• Be thorough with documentation and should have a sound knowledge of Claims Process.
• Support new implementations, customers, or new features in the testing environment.
• Collaborate closely with IT team for technical issues or enhancement deployments.
• Identify technology gaps in the process and portals and share the observations with relevant teams.
• Show strong initiative, attention to detail, and should have the ability to interpret and resolve problems.
• Must provide valuable insights, by running market research, to your team members and Business Partners.
• Must acquire new and modify existing knowledge to support a changing marketplace and workforce.
• Must implement plans with the purpose of achieving short- and long-term goals.
• Exhibit individual control over day-to-day responsibilities and work collaboratively with other Business units to accomplish encouraging results.

Qualities and Qualifications:

• Graduate (Bachelor's degree from a recognized University in any discipline)
• Minimum 4 years of experience.
• Experience in Fulfilment operations and Ecommerce.
• Must have warehousing/fulfilment center back-end support, customer service experience.
• Must have a basic understanding of the IT infrastructure for ecommerce.
• Good communication skills verbal/written.
• Good with MS office (Excel, word, PowerPoint).
• Good reporting, and analytical skills.