Job Description

Job Title: Customer Support & Logistics Coordinator

Designation: Customer Support & Logistics Executive

Location: T Nagar - Chennai

Department: Operations / Customer Experience

Reports To: Customer Experience Manager / Operations Manager

Job Summary

We are seeking a detail-oriented and proactive

Customer Support & Logistics Executive

to handle customer interactions, coordinate with logistics partners, and ensure smooth order fulfillment. This role requires strong communication skills, effective multitasking, and a focus on delivering excellent customer experiences while maintaining cost efficiency in logistics operations.

Key Responsibilities

Customer Support

Provide timely and accurate responses to incoming customer chats and calls. Handle inbound queries, complaints, and follow-ups with professionalism. Proactively make outbound calls to customers regarding undelivered or in-transit orders. Ensure high levels of customer satisfaction through prompt and courteous service.

Logistics Coordination

Collaborate with logistics teams to resolve delivery-related issues quickly. Track undelivered/in-process orders and ensure timely closure. Maintain accurate daily dashboards of orders for visibility and tracking. Escalate logistics and operational issues promptly for resolution.

Operational Excellence

Minimize repeat shipments due to delivery failures (?2% monthly). Reduce courier penalty charges by ?2% month-over-month. Track and reduce monthly costs related to cold chain delivery failures. Ensure ?1% errors in data entry or logistics processes.

Key Performance Indicators (KPIs)

Customer Chats:

Respond to ?95% within SLA (?2 minutes).

Customer Escalations:

Maintain ?2 unresolved beyond SLA per month.

Customer Satisfaction:

?90% in post-resolution feedback.

Escalation Handling:

100% of negative feedback acknowledged/escalated within 24 hours.

Order Management:

?95% undelivered/in-process orders closed same day.

Logistics Escalations:

100% resolved within SLA monthly.

Qualifications & Skills

Bachelor's degree (preferred in Business, Commerce, or related field). 1-3 years of experience in customer support, logistics coordination, or operations. Strong communication and problem-solving skills. Proficiency in CRM, ticketing tools, and MS Excel/Google Sheets. Ability to multitask, prioritize, and handle high-volume interactions.
Job Types: Full-time, Permanent

Pay: ₹23,000.00 - ₹25,000.00 per month

Work Location: In person