Job Description

:
Job Purpose: At Customer experience department, our aim is to provide superlative experience to all our customers (transacted or prospects) across all channels which will ensure better customer stickiness. In this department, as an order manager, your job will be to anchor the end-to-end order journey for our customers.
Key Accountabilities & Support Actions

• To manage the end-to-end order fulfilment journey right from order creation to validation, confirmation, dispatch planning and execution and finally order delivery.
• Key milestones of the order journey like order confirmation, dispatch management, material movement tracking and delivery coordination will be anchored by you.
• You job will involve significant stakeholder management. You will be required to coordinate with external (customers and suppliers) as well as internal (sales, category, logistics, credit, finance, product etc.) stakeholders on a daily basis.
• You will be the sole point of contact for the customers as well as the suppliers as far as order fulfilment is concerned.
• The job will also involve working on multiple systems like CRM tools, accounting books etc.

Role KPIs

• Customer repeat purchase rate
• Customer NPS score
• Customer CSAT score
• Productivity (No. of orders managed per person per month)
• 360 deg feedback score

Qualifications & Skills

• Min. 2 years experience in the field of central operations/ customer service is a must.
• Min. 1 years experience of handling any external parties (a customer or a supplier) is a must.
• Experience in a B2B industry is a must.
• Experience in an ecommerce is a plus.
• Must have a great ownership of task.
• Excellent communication and negotiation skills.
• Should be a hardworking individual who practises perseverance.
• A smart individual who has the ability to persuade other parties by putting forth relevant and relatable pointers.
• A great team player who works with the team, together in a group.
• A professional stakeholder manager who can smoothly manage cross functional meetings/ discussions.
• Should be well versed with CRM tool must have worked on at least one CRM tool.
• Must possess xe2x80x98No task is small task attitude.

The candidate can expect a good work-life balance in this role with him/her being offered regular opportunities to grow professionally along with the organization.