Customer Service Executive

Brief:

The Facility CX team operates within First Mile Service (FMS) operations, with a primary focus on ensuring efficient B2B pickups from critical centers across the country. As part of the restructuring efforts to improve pickup success rates, the team will merge with the B2C FMS team to form a unified operation. This integrated team will handle both B2B and B2C pickups, manage escalations, improve resource allocation, and ensure compliance with data security protocols.

Skill Sets:

• Good & effective communication skills along with proficiency in English/Hindi and regional language
• Strong problem-solving skills and analytical skills with proficiency in Data analysis (especially Excel)
• Ability to create, establish, and maintain strong business relationships with clients and internal stakeholders
• Tenacity to work in stressful & fast paced environment

Key responsibilities:

New and Existing Clients Visits/Onboarding

• Understanding of clients' processes, cut-offs, Potential (Overall/CWH SOW), SKU Type, Shipment Handlings analysis, Palletization etc (Complete FCX Report to all stakeholders Leadership of - Ops/Regulatory Compliance/Fire & Safety/NE for approval before starting pickups and their sign off to start the client).
• Focussed pickup monitoring for the first 15 days to provide a smooth client experience
• Customization in FM & sign off from internal & external stakeholders to drive through SOP.
• Visiting existing clients to review the FM performance, take overall service feedback or there are some operational challenges to execute the pickups.

Pickup success rate% monitoring

• Ensuring daily Successful Pickup 95%
• Pickup review meetings with the internal ops team on the ops failure and seller failure cases.
• Proactive approach for executing Pickups on the same day, timely dispatches, slot adherence,Load confirmations,Escalations from Shipper/Ops and rescue Pur at risk.
• Reviewing previous day performance and sharing the gaps and inefficiencies with the operations team to take the appropriate actions, Additionally having meetings with internal stakeholders to review the trend and enhancement of FM client experience.
• Ensure the datasets are clean and authentic through regular data scrutiny(Capturing correct contact details and address, also cleaning junk PURs in the system).

Process Optimization and Root Cause Analysis:

• Conduct root cause analysis of recurring issues and propose data-driven solutions to prevent future escalations.
• Continuously optimize pickup processes to improve efficiency and reduce coordination-related missed pickups.

Flexibility in Deployment:

• Can be temporarily deployed to underrepresented locations during periods of high demand or operational need.