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Senior Executive

1 - 6 years

1 - 4 Lacs

Posted:4 hours ago| Platform: Naukri logo

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Job Type

Full Time

Job Description

Tata 1mg is looking for a proactive and detail-oriented Senior Executive to handle customer complaints and escalations arising from Local Fulfillment Centers (LFCs) and Fulfillment Centers (FCs). The role requires hands-on coordination with warehousing teams, front-line customer support, and operations managers to ensure timely and accurate resolution of issues.

Key Responsibilities:

  • Handle escalations from LFCs and FCs related to delays, wrong product delivery, or missing items.
  • Investigate and resolve customer complaints promptly by coordinating with warehouse and delivery teams.
  • Maintain MIS reports and escalation trackers; ensure regular updates to stakeholders.
  • Liaise with warehouse executives/managers to ensure smooth operations and order flow.
  • Follow-up on internal complaints till closure and ensure high CSAT scores.
  • Maintain records of complaints, actions taken, and outcomes using company CRM tools.
  • Provide data-based inputs to reduce recurring issues and operational breakdowns
  • .Maintain SLA for resolution timelines and ensure root cause analysis of repeat complaints.
  • Communicate with customers in a professional manner for high-quality service recovery.
  • Report to Operations Manager and work cross-functionally with logistics and support teams.

Key Skills Required:

  • Strong communication and problem-solving skills
  • Prior experience in customer service, logistics coordination, or warehouse operations
  • Working knowledge of Excel / Google Sheets (MIS reporting a must)
  • Basic understanding of supply chain or e-commerce order flow
  • Ability to coordinate with multiple internal teams to resolve customer issues
  • Knowledge of CRM or complaint-handling systems preferred Preferred Background:
  • Candidates with experience as Warehouse Executive / Customer Support / Ops Coordinator
  • Exposure to last-mile or fulfillment operations is a plus
  • Immediate joiners will be preferred

Job Type: Full-time Work Location: Gurgaon (On-site)

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1mg
1mg

Software Development

Gurgaon Haryana

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