Executive - Customer Service

The primary purpose of this role is to conduct tracking of shipments for customers (excluding national & regional key accounts) following defined standard operating procedures (SOPs). You will be responsible for identifying instances of late delivery, non-delivery, return to origin, and other related exceptions, and actively follow up for closure as per the established procedures. Keeping the Team Lead informed by preparing and sending updates on these cases is also an essential aspect of this role. Moreover, you will be required to identify held back shipments and ensure timely clearances while preparing updates on these cases for the Team Lead. Handling customer claim requests and escalations received from the contact center in a prompt manner is another crucial responsibility. Directly addressing specific customer complaints, ensuring regular follow-ups for issue resolution, and monitoring and updating Turnaround Times (TATs) for delivery performance tracking are key duties associated with this position. Additionally, you will be responsible for preparing reports on TATs achieved regularly and managing customer claim requests according to company policies and procedures. Professional handling of calls within specified timelines is also a significant component of this role. In conclusion, the key responsibilities of this position include conducting thorough tracking of shipments, actively resolving delivery-related issues, preparing updates for the Team Lead, managing customer complaints and claim requests, monitoring delivery performance metrics, and ensuring professional call handling within stipulated timelines.,