Manager / Customer Experience / Client Engagement

We are hiring for Manager-Customer Experience/Client Engagement in Bangalore (Bellandur) Exp: 4yrs to 8yrs Location: Bellandur Work Mode: 5days from office F2F Interview: 21st July Candidates only from Logistics industry are eligible for this role. JD: The Customer Experience Executive is responsible for delivering exceptional customer service throughout the logistics lifecycle. This role serves as the primary point of contact for customers, ensuring timely communication, issue resolution, shipment tracking, and coordination with internal teams to provide a seamless customer experience. Key Responsibilities Serve as the primary point of contact for customer inquiries via phone, email, and other communication channels. Monitor shipments from pickup to final delivery and provide proactive status updates. Coordinate with operations, warehouse, transportation, and sales teams to ensure timely order fulfillment. Resolve customer complaints, delivery issues, and service-related concerns within defined service level agreements (SLAs). Maintain accurate customer records, shipment details, and communication logs in the CRM or ERP system. Process customer requests related to shipment scheduling, documentation, billing queries, and proof of delivery. Analyze customer feedback and recommend process improvements to enhance service quality. Track key customer experience metrics such as on-time delivery, response time, customer satisfaction (CSAT), and complaint resolution. Build and maintain strong customer relationships to improve retention and loyalty. Support key accounts by ensuring consistent service delivery and coordinating special customer requirements. Required Qualifications Bachelor's degree in Business Administration, Supply Chain Management, Logistics, or a related field. 48 years of experience in customer service or customer experience, preferably in logistics, transportation, freight forwarding, or supply chain. Experience using CRM, ERP, or Transportation Management Systems (TMS) is preferred. Strong knowledge of logistics operations, shipment lifecycle, and transportation processes. Required Skills Excellent verbal and written communication skills. Strong customer relationship management abilities. Problem-solving and conflict resolution skills. Time management and multitasking capabilities. Attention to detail and accuracy. Proficiency in Microsoft Excel, Outlook, and Microsoft Office. Ability to work in a fastpaced, deadlinedriven environment. Data analysis and reporting skills. Team collaboration and stakeholder management. Key Performance Indicators (KPIs) Customer Satisfaction (CSAT) score. First Response Time (FRT). Complaint Resolution Time. OnTime Delivery (OTD) performance. Customer Retention Rate. SLA compliance. Number of escalations resolved. Interested candidates can apply for this role. .