Moglix.com - Zonal Head/Senior Manager/Manager - Customer Excellence

Role Objective: The role includes coordinating with multiple teams and ensuring that all the orders are closed within the promised timelines. This includes strategic and tactical guidance, usage tracking, fulfillment and invoicing support and measuring OTIF etc. and ensure upward growth in Customer Experience.

Roles and Responsibility:

- Managing the Suppliers Pick Up Plan and ensure that Pick up SLA's are met.

- Managing delivery plans based on internal KPIs; achieve higher product adoption, customer satisfaction, and overall OTIF.

- Managing product-related, fulfillment-related or process-related queries from the customer that occur on the platform.

- Coordinating with teams for End to End Order Status from Supplier Pickups with Delivery (Order Life Cycle).

- Producing regular status, and quarterly activity reports to Moglix leadership.

- Maximize appropriate use of technology to improve order efficiency and thus improving the customer experience.

- Ensure excellent internal communication with business units and the Customer Service team to help foster a customer-centric culture.

- Identify opportunities throughout the process to minimize operating costs.

- Drive the development and implementation of policies and procedures throughout customer service to maximize operational efficiency and profitability.

- Develop and deliver the people agenda to promote best in class service.

- Work closely with relevant stakeholders to ensure End to End Order lifecycle is completed within the timeframe. It included strategy, plans and discussions, for both current product/platform and new product developments.

Work Experience

- Minimum 2 years of experience in Customer Support or Order Management

- Knowledge in handling Customer Complaints, Investigation & Escalations, etc.

- Knowledge of customer success in quality results by studying, evaluating, and re-designing processes; establishing and communicating service metrics; monitoring and analyzing results and implementing changes

- Strong communication skills including verbal, written, presentation and active listening and group facilitation

- Strong project management skills and CRM proficiency.

Education:

Post-Graduation from a Tier 1/Tier 2 college

About Us:

We are an Asia-based E-commerce company intensively inclined towards B2B procurement of industrial supplies, in particular, MRO, Safety, Electricals, Lighting, Cleaning & Housekeeping, Office Stationary & Supplies, Power Tools and many more industry essentials. We take pride in delivering world-class services and, our clients are well aware of the fact that we do not just deliver products; we deliver a satisfying experience, which has enabled us to forge strong relationship with our customers. It's a cultural belief that is demonstrated every day, through exceptional customer service, product selection and, paramount industry knowledge.

Founded in 2015 and backed by marquee investors like Mr. Ratan Tata, World Bank and Accel Partners, Moglix partners companies in re-imagining and transforming commerce & supply chain through cutting edge technology.