Chief Customer Experience Officer

1 day ago

Mount Abu, Rajasthan, India beBeeCustomer Full time ₹ 1,50,00,000 - ₹ 2,00,00,000

Overview

Elchemy is a pioneering tech-enabled specialty chemicals marketplace. Our vision is to become the world's largest global speciality chemicals distributor, leveraging technology for seamless discovery and fulfillment.

The global speciality chemicals market presents significant opportunities and challenges. With a market size of $800bn and a CAGR of 5.7%, it requires efficient cross-border trade solutions. The industry faces issues like lack of trust, excessive lead times, quality uncertainty, and operational complexities.

In two years of operation, we have scaled our services across 40+ countries and forged partnerships with over 100 customers and suppliers. We have secured upwards of $7.5mn in funding from prominent investors, including InfoEdge Ventures and Prime Venture Partners.

Our team comprises talented professionals from IITs, IIMs, NITs, with extensive experience in startups and multinational companies. We seek A-players who can push boundaries and deliver outstanding results when working together.

About the Role

This role bridges sales, logistics, and operations, ensuring customer satisfaction at every touchpoint. As a Customer Success Specialist, you will own the post-sales customer journey, coordinating closely with teams to ensure smooth execution of orders and timely updates to customers.

Key Responsibilities

• Act as the primary point of contact for customers, understanding their specific requirements and ensuring accurate internal communication.

• Coordinate with logistics, documentation, and finance teams to resolve customer queries and issues promptly.

• Share regular shipment updates, delivery timelines, and documentation status with customers, informing them of any delays or deviations with timely resolutions.

• Work collaboratively with Sales, Operations, and Supply Chain teams to align on customer expectations and deliverables.

• Champion customer satisfaction by anticipating needs and providing proactive support, conducting post-delivery follow-ups to gather feedback and identify areas for improvement.

• Design and implement scalable processes to enhance the customer experience, creating SOPs and customer playbooks for internal teams.

• Ensure timely and accurate documentation is shared with customers, collaborating with compliance teams to meet export/import regulations as needed.

• Take ownership of complaints or escalations, ensuring quick and satisfactory resolution, maintaining logs of recurring issues to identify trends and collaborate on root-cause solutions.

Requirements

We are seeking an exceptional individual with:

• Excellent communication and interpersonal skills.

• Strong problem-solving and analytical skills.

• Ability to work in a fast-paced environment and adapt to changing priorities.

• Strong attention to detail and organizational skills.

• Proficiency in using relevant software and tools.

Benefits

We offer a dynamic work environment that fosters growth and development. Our team members enjoy:

• Competitive salary and benefits package.

• Opportunities for professional growth and development.

• Collaborative and inclusive work culture.

Join Us

If you are a motivated and results-driven individual looking for a challenging opportunity to make a meaningful impact, please apply for this role.

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