India Customer Service & Experience Lead

Role purpose

Lead and optimize customer service operations ensuring excellence in warehouse management carry and forward (CnF) network and secondary distribution while maintaining compliance with Indian regulations. It includes :

• Strategically manage warehouse and CnF network to enhance operational efficiency and customer satisfaction
• Serve as the customer service and experience capability owner leveraging expertise in Indian regulations to ensure compliant business operations
• Drive customer service operations to meet and exceed agreed service levels enhancing the overall customer experience
• Enhance efficiency in inter-warehouse movements and secondary logistics focusing on minimizing lead times and reducing costs implementing advanced tools and systems
• Gather and analyze competitive intelligence to prepare the company for future challenges balancing compliance requirements with operational efficiency
• Implement advanced tools and systems to optimize operating costs and identify cost-reduction opportunities across the country
• Continuously improve processes to streamline operations enhance customer experience and drive business growth

Accountabilities

Qualifications :

Knowledge experience & capabilities

Critical knowledge

Critical experience

Critical technical professional and personal capabilities

Critical leadership competencies

Close collaboration with following stakeholders besides IN P&S :

Remote Work : No

Employment Type : Full-time

Key Skills

Typing,Data Entry,Customer Service,Basic Math,Computer Skills,Windows,Banking,Upselling,Pricing,Sanitation,Cash Handling,Stocking

Experience : years

Vacancy : 1