
Customer Experience Champion
2 days ago
Elchemy is a tech-enabled cross-border specialty chemicals marketplace. Our vision is to become the largest global speciality chemicals distributor focussing on discovery and fulfillment using a tech-first approach.
The industry faces glaring challenges including lack of trust, excessive lead times, quality uncertainty, lack of transparency and tons of operational challenges.
In this role, you will own the post-sales customer journey. You'll coordinate across teams to ensure smooth execution of orders, provide timely updates to customers, and champion customer satisfaction across all touchpoints.
Customer Coordination & Support
Act as the primary point of contact for customers post-sale. Understand customer-specific requirements and ensure accurate internal communication.
Coordinate closely with logistics, documentation, and finance to resolve customer queries and issues promptly.
Order Tracking & Communication
Share regular shipment updates, delivery timelines, and documentation status with customers. Proactively inform customers of any delays or deviations, with timely resolutions.
Internal Collaboration
Work cross-functionally with Sales, Operations, and Supply Chain teams to align on customer expectations and deliverables.
Ensure customer priorities are reflected in internal decision-making and processes.
Customer Experience & Retention
Champion customer satisfaction by anticipating needs and providing proactive support.
Conduct post-delivery follow-ups to gather feedback and identify areas of improvement.
Process Definition & Improvement
Design and implement scalable processes to enhance the customer experience.
Create SOPs and customer playbooks for internal teams to ensure consistent support.
Documentation & Compliance
Ensure timely and accurate documentation (invoices, B/Ls, COAs, etc.) is shared with customers.
Collaborate with compliance teams to meet export/import regulations as needed.
Issue Resolution and audit
Take ownership of complaints or escalations, ensuring quick and satisfactory resolution.
Maintain logs of recurring issues to identify trends and collaborate on root-cause solutions.
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