Buyer CX

About Us :

Reimagining how India builds one click at a time .

Building the next big disruption in e-commerce: brick by digital brick

• We are a new-age B2B e-commerce platform transforming how India buys and sells construction materials. Our digital ecosystem connects contractors, retailers, and suppliers, offering speed, transparency, choice, and reliability. Contractors and retailers gain access to a wide range of quality materials, credit options, and tracked deliveries, while suppliers expand their network and sales pan-India. Operating in 375+ cities across 25 states, we are one of Indias fastest-growing construction B2B platforms and have also launched private-label tiles, plywood, and sanitaryware for buyers.
• Were on a mission to organize and digitalize Indias 7 lakh crore construction procurement market , where only about 1% of transactions are digital today . The goal is to build a more connected, efficient, and technology-driven future for the entire industry.
• Backed by the Aditya Birla Group , a global Fortune 500 conglomerate with a strong presence in manufacturing construction and finishing materials, and 140,000+ employees across 36 countries , we bring the best of both worlds: the agility of a startup and the stability of a legacy leader.

Our Vision? To become the most trusted B2B ecommerce platform in the country powered by digital efficiency , competitive prices and vast assortments .

Job Purpose

At Customer experience department, our aim is to provide superlative experience to all our customers (transacted or prospects) across all channels which will ensure better customer stickiness. In this department, as a Customer Champion, your job will be to provide AHAA EXPERIENCE to all our new and repeat customers.

Key Accountability & Support Actions

• To oversee end-to-end customer journey with Pivot - right from onboarding to transaction. Be available for the customer as and when required.
• You will be the first point of contact (within Birla Pivot system) for the customer. To ensure you give an awesome first-time experience (AHAA MOMENT) to the customer by onboarding him/her smoothly
• You job will involve significant stakeholder management. You will be required to coordinate with external (customers and suppliers) as well as internal (CX, sales, category, logistics, credit, finance, product etc.) stakeholders on a daily basis.
• You will be the fall-back point of contact for the customers as and when they are facing challenges which are not being handled as per their expectations. In all such cases, to manage inbound customer queries with satisfactory resolution
• The job will also involve working on multiple systems like CRM tools, accounting books etc.
• You will regularly take feedback from the customers post order delivery/ long dormancy and pipe that in the system for continuous improvement

Qualifications

• Bachelor's degree in engineering, Business, or related field. MBA is a plus.
• 3+ years of experience in product management, with hands-on experience in warehousing modules or order management systems.
• Strong understanding of supply chain processes, inventory management, and finance controllership workflows.
• Proficiency in using product management tools like JIRA, Trello, or similar.
• Data-driven mindset with the ability to analyses metrics and derive actionable insights.

Excellent communication, leadership, and organizational skills.

• Experience working in agile or scrum environments.
• Min. 2 years experience in the field of central operations/ customer service is a must
• Min. 1 years experience of handling customers directly is a must
• Experience in a B2B industry is a plus
• Experience in an ecommerce is a plus