Senior Executive

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)