Executive - Customer Service

Role Overview: You will be responsible for tracking the shipments of customers (excluding national & regional key accounts) as per the standard operating procedures (SOPs). Your role involves identifying cases of late delivery, non-delivery, return to origin, and related exceptions, and actively following up for closure. Additionally, you will handle held back shipments, clearances, customer claim requests, and escalations to ensure timely resolution. Monitoring delivery performance, updating TATs, preparing reports, and handling customer complaints will be key responsibilities. Key Responsibilities: - Conduct tracking of shipments for customers (excluding national & regional key accounts) according to defined SOPs - Identify cases of late delivery, non-delivery, return to origin, and related exceptions; follow up actively for closure - Handle held back shipments, conduct clearances within stipulated timelines, and provide updates to the Team Lead - Manage customer claim requests and escalations, taking requisite actions for closure - Address specific customer complaints directly, ensuring frequent follow-ups for issue resolution - Monitor and update TATs for delivery, prepare reports on achieved TATs regularly - Handle customer claim requests in line with company policy and procedures - Manage calls professionally within stipulated timelines Qualification Required: - Bachelor's degree in a relevant field - Proven experience in logistics, supply chain, or related industry - Strong communication and problem-solving skills - Ability to handle customer complaints effectively - Proficiency in tracking shipments and updating reports - Familiarity with standard operating procedures in logistics (Note: Key Result Areas and Key Performance Indicators are omitted as they are not provided in the given Job Description),