Customer Service Executive Job in 20cube Logistics

Roles & Responsibilities :

• For all assigned customers, will be the 1st point of contact, be it Prealert, ASN & any SO, Order related requirements.
• Working with operations and other stakeholders to ensure agreed SLA s & SOP s contracted with customers is met, achieved and any deviations handled.
• Map customer processes and operational SLA
• Obtain approvals for services outside contract and valued added services, additional space, etc
• All communications need to be closed within 24-48 hours or agreed TAT.
  Escalations need to be captured in the ticketing system, weekly complaints analysis to be done and discussed with respective FMs to ensure minimum/zero escalations.
• Shall be responsible for ensuring all stock audits for respective assigned customers are completed, reconciliation and signed off,
• Submission of invoices of respective assigned customers, reconciliation of accounts and follow-up to ensure collection of payments within credit period
• Customer satisfaction survey to measure the client satisfaction level with the business and to identify the potential customer to increase the revenue. It will also help in improving the existing process based on the ratings in different parameters. Ratings will be collected on 5 scale
• Ensure all agreed MIS & Reports are automated or sent from WMS at all agreed frequency.
• Monitor MIS on a daily basis and escalate deviations to respective FM s and RM s
• Conducting monthly & quarterly business review with all assigned customers along with FM s, Sales.
• Based on the service excellence, opportunities to be explored to increase the existing business and also new account onboarding meeting should be attended by KAM

Skills:

• Effective & Logical communication ( Both English & Hindi )
• Good Listening and understanding skills.
• Multitasker
• Able to deal with challenging situations & handle irate customers.
• Fair knowledge of MS office (Word, Excel & Powerpoint