Customer Care Executive

Job description

We are seeking a dynamic Operations Executive to join our team. They will manage stock levels, handle procurement of packaging materials, and resolve payment gateway and shipping partner issues. Responsibilities also include export documentation, e\-invoicing, and collaborating with the sales and production teams to ensure smooth operations and customer satisfaction while staying updated on product knowledge and industry trends.

• *Key Responsibilities:**

* Order Management

• Efficiently process orders and coordinate with the production team to ensure timely delivery.
• Assist in estimating timelines for order completion and delivery.
• Manage and update our Returns Center to efficiently process returns
• Shoulder responsibility to execute urgent and custom orders taken by the sales team and upon customer request.
• Be adept at Excel to analyse and organise sales data to place jobbing orders on a regular basis to contractors
• Procurement:
• Keeping tabs of consumables that go into the packaging of the product and coordinating with the suppliers for the same
• Payment Gateway \& Shipping Partner Concerns:
• Coordinate with our partner gateways to resolve cases and chargebacks raised by customers via email.
• Coordinate with logistics POCs via call/email to resolve RTO/Shipment lost or related concerns
• Logistics Paperwork:
• Handle export documentation for parcels shipped from the factory, ensuring compliance with international shipping regulations.
• Working on e\-invoicing and e\-way bill generation: shall be trained for this entire section.
• Stock Coordination:
• Liaise with the factory to manage product stock levels and ensure prompt production when items are low.
• Provide reports to the production department to maintain minimum stock at all times.
• Maintain and update an inventory count on a weekly basis and create stock transfers when shipping parcels to various internal locations.
• Team Collaboration:
• Collaborate with the production and sales team to ensure a seamless customer experience and resolve any escalations alongside liaising with the sales team to convert more leads with timely stock and production updates via Slack.
• Product Knowledge:
• Develop a deep understanding of our hair products to accurately answer customer queries and recommend suitable products.
• Stay informed about industry trends, product knowledge, and competitor offerings.

• *Qualifications:**

• Proven experience in operations, preferably in the e\-commerce or D2C sector.
• Strong communication skills, both written and verbal.
• Ability to manage multiple communication channels, organise information, and multitask.
• Experience in coordinating with sales and production teams and handling order processing.
• A strong work ethic and bandwidth for dealing with multiple tasks calmly.
• Proactive, with strong problem\-solving skills and the ability to work in a fast\-paced environment.

• *Customer Queries:**

• Attend to customer queries on Zoko/Chatra/IVR.

• The job description may include a few more responsibilities pertinent to the above overarching tasks.*

This job posting highlights the multifaceted responsibilities of the role while emphasizing the importance of customer satisfaction, collaboration, and operations. Please only apply for this role if you are highly proficient in English.

Job Type: Full\-time

Work Location: In person (Pragathi Nagar, Kukatpally)

Timings: 10AM \- 6PM Monday through Saturday

Job Types: Full\-time, Permanent

Education

• Diploma (Preferred)

Experience

• total work: 1 year (Preferred)
• Customer service: 1 year (Preferred)

Work Location: In person

Pay: ₹25,000\.00 \- ₹35,000\.00 per month

Benefits

• Provident Fund

Experience

• Sales: 1 year (Required)

Work Location: In person