Assistant Manager - Customer Enablement / Experience: Customer Relations

Responsibilities

Handling customer/sales requests and providing information to customers via e-mails/phone
Provide prompt, efficient, and satisfactory responses to customer inquiries on Contracts/order status and billing/invoicing corrections.
Handling customer inquiries related to returns, processing return requests, ensuring adherence to return policies, resolving customer issues, and working towards customer satisfaction.
Coordinating the processing of credits and product replacement with the Internal team and Vendors.
Liaising and pursuing with End Clients, Internal team, Carriers, and Vendors to address concerns and questions about Order fulfilment, Shipment tracking and Refunds.
Coordinating with carrier team to obtain periodic status of the load (pickup / in transit / delivery)
Updating ERP regarding customer details, order details, supplies, pricing etc.
Follow-up on pending items with Logistics / Supply chain team for order delivery status
Track end to end status of order and share real time updates with the customer

Own SLA/KPI and ensure daily TAT and Accuracy targets are met

Coordinating with shipping facilities to get the product shipped to the customer.

Coordinating with carrier team to obtain periodic status of the load (pickup / in transit / delivery)

Order track and trace when shipped out of the shipping facility, and share real time updates with the customer

Communicating with the warehouse and forwarders and efficiently managing the delivery process to ensure return of goods to the final recipient.

Assist to hire, groom and help new members to onboard

Provide input for promotions and staff reviews

Facilitate regular 1 on 1 meetings and direct goal development and progress

Perform weekly trending-based coaching to manage team members performance

Handle a Team of FTEs that are responsible for day-to-day quality assurance, monitoring and coaching of the team

Contact person for client and internal stakeholders for any customer relations related issues.

Provide technical guidance and share knowledge on processes and systems within the team in daily operations, train new joiners

Support and coordinate the team on daily processing/operations, workload allocation

Manage the flow of day-to-day operation, Respond to customer queries and concerns