Customer Experience Manager

2 days ago

Mumbai, Maharashtra, India Truemeds Full time ₹ 4,00,000 - ₹ 12,00,000 per year

Key Responsibilities:

Order & Shipment Management


• Monitor end-to-end order fulfilment cycle from order placement to final delivery.


• Compile data for customer queries and tickets. Drive for successful closure of customer related issues and tickets on time.


• Coordinate with warehouse and delivery partners to ensure SLA adherence.


• Track shipments, identify bottlenecks, and proactively resolve delivery-related concerns.

Customer Interaction & Query Resolution


• Handle customer escalations related to order delivery, delays, damages, and returns.


• Provide accurate and timely updates on order status, shipment tracking, and resolution timelines.


• Liaise with internal teams and logistics partners to resolve any customer related issues

Supply Chain Coordination


• Work closely with 3PLs, courier partners, and in-house logistics to ensure smooth operations.


• Ensure timely execution of returns, exchanges, and refunds with minimal customer disruption.


• Support exception handling for undelivered, lost, or RTO (Return to Origin) orders.

Customer Experience Enhancement


• Identify patterns in recurring complaints and work with process improvement teams to fix root causes.


• Share customer insights and feedback with supply chain and product teams for continuous improvement.


• Support initiatives to improve delivery communication (SMS/Email/WhatsApp updates, proactive alerts).

Reporting & Analytics


• Maintain daily/weekly reports on delivery performance, customer escalations, and resolution timelines.


• Track SLA adherence of logistics partners and escalate deviations.


• Contribute to dashboards highlighting NPS/CSAT impact from supply chain performance.

Key Skills & Competencies


• Strong communication and customer handling skills (verbal & written).


• Problem-solving mindset with ability to handle escalations diplomatically.


• Knowledge of e-commerce supply chain processes – order fulfilment, last-mile logistics.


• Data-driven approach with ability to analyze delivery reports and identify trends.


• Proficiency in MS Excel/Google Sheets; exposure to CRM/ticketing systems


• Ability to coordinate with cross-functional teams under tight timelines.

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