Customer Support Executive

We are looking for a proactive and customer-focused Customer Support Executive to join our transportation operations team. The role involves handling customer queries, resolving complaints, coordinating with internal teams, tracking shipment status, and ensuring timely service delivery for our Full Truck Load (FTL) and Part Truck Load (PTL) business.

The ideal candidate should have strong communication and problem-solving skills, a customer-first approach, and the ability to coordinate effectively with operations, warehouse, and other stakeholders to ensure high customer satisfaction and smooth transportation operations.

Key Responsibilities

• Handle customer queries, complaints, and service requests through calls, emails, and other communication channels.
• Act as the primary point of contact for customers regarding shipment status, pickups, deliveries, and documentation.
• Track shipments and proactively communicate delays, exceptions, and delivery updates to customers.
• Monitor service-level agreements (SLAs) and turnaround time (TAT) for pickups, deliveries, and issue resolution.
• Coordinate with operations, transporters, warehouse teams, and other internal departments to resolve customer concerns.
• Assist in investigating shortage and damage (S&D) cases and coordinate with relevant teams for timely resolution.
• Maintain accurate records of customer complaints, shipment updates, service issues, and resolutions.
• Prepare and update daily, weekly, and monthly MIS reports related to customer queries, complaints, and service performance.
• Follow up on pending cases and ensure timely closure of customer requests and escalations.
• Identify recurring service issues and suggest process improvements to enhance customer experience.
• Ensure proper documentation and adherence to company policies and operational procedures.

Key Skills

• Customer Relationship Management
• Complaint Handling and Resolution
• Shipment Tracking and Coordination
• SLA/TAT Monitoring
• Logistics Documentation
• Shortage & Damage Case Coordination
• MIS Reporting and MS Excel
• Communication and Problem-Solving

Pay: ₹16,000.00 - ₹20,000.00 per month

Application Question(s):

• Are you comfortable preparing daily MIS reports and maintaining complaint trackers?
• Are you comfortable handling customer queries and complaints over phone calls and email
• Can you write professional emails to customers regarding shipment delays, delivery updates, and complaint resolution?
• How many years of experience do you have in customer support or customer service?
• Do you have experience handling customer complaints and service escalations?
• How would you rate your MS Excel skills?

Education:

• Bachelor's (Preferred)

Experience:

• customer support or customer service: 2 years (Preferred)

Work Location: In person