Senior Executive - Customer Support

* Support business customers with their day\-to\-day operation queries, technical queries, in timely manner. * Assist warehouse colleagues with operation, technical queries to ensure uninterrupted operations. * Investigate and resolve client queries quickly and patiently. * Work with carriers for distribution related issues, for prompt resolution to the customers. * Understand customer specific offerings \& workflow, and monitor the entire cycle and workflow to ensure uninterrupted service (Inbound to Last mile delivery) * Proactively share any incidences/potential risk with the management team * Monitor the inventory levels, keep updating the relevant stakeholders. * Assist the warehouse in Stock take activities and audits. * Collaborate with customer supply chain team, warehouse team, fulfilment management to drive improvement and enhance customer service experience. * Prepare reports, run analysis for fulfilment customers and management team. * Be thorough with documentation and should have a sound knowledge of Claims Process * Support new implementations, customers, or new features in the testing environment. * Collaborate closely with IT team for technical issues or enhancement deployments. * Identify technology gaps in the process and portals and share the observations with relevant teams. * Show strong initiative, attention to detail, and should have the ability to interpret and resolve problems. * Must provide valuable insights, by running market research, to your team members and Business Partners. * Must acquire new and modify existing knowledge to support a changing marketplace and workforce. * Must implement plans with the purpose of achieving short\- and long\-term goals. * Exhibit individual control over day\-to\-day responsibilities and work collaboratively with other Business units to accomplish encouraging results. ***QUALITIES AND QUALIFICATIONS:*** * Graduate (Bachelor’s degree from a recognized University in any discipline) * Minimum 4 years of experience. * Experience in Fulfilment operations and Ecommerce. * Must have warehousing/fulfilment center back\-end support, customer service experience. * Must have a basic understanding of the IT infrastructure for ecommerce. * Good communication skills verbal/written. * Good with MS office (Excel, word, PowerPoint). * Good reporting, and analytical skills.