Customer Experience Manager
6 days ago
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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