Customer Experience Manager

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 issuesSupply 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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