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 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.