Customer Experience Specialist

2 days ago

Mumbai, Maharashtra, India Intellihealth Solutions Full time ₹ 2,00,000 - ₹ 8,00,000 per year

Role & 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, reverse logistics.
  • Data-driven approach with ability to analyse 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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