Senior Executive - Customer Service and Dispatch

(If interested, please call directly to HR (phone hidden))

KRA.

- Manage daily customer service operations and technician scheduling.
- Supervise and support customer service technician to achieve performance targets.
- Handle customer complaints and escalated issues promptly and professionally.
- Ensure timely processing of customer inquiries, orders, returns, replacements, and warranty claims.
- Coordinate with sales, warehouse, logistics, and service teams to ensure smooth order fulfillment and after-sales support.
- Coordinate with sales, store, production and logistics teams for orders dispatch.
- Ensure timely preparation of invoices, e-way bills, delivery challans and transport documents.
- Resolve dispatch related issues such as delays, shortages, or damaged shipments.
- Monitor dispatch accuracy and maintain dispatch records.
- Train, coach, and motivate customer service technicians.
- Develop and implement customer service policies and process improvements.
- Maintain accurate customer records in CRM systems.
- Coordinate with production and quality teams on recurring failures.




- Ensure availability of critical spare parts.
- Control spare parts costs and wastage.

KPI.

- Customer Satisfaction (CSAT)
- First Contact Resolution (FCR)
- Monitor Complaint Turnaround Time (TAT)
- SLA Compliance
- Team Productivity
- Customer Retention

Qualifications.

- Bachelor's degree in Business Administration, Electronics, Marketing, or a related field.
- 36 years of experience in customer service, with at least 1–2 years in a supervisory role.
- Experience in the consumer electronics, or sanitaryware sensors industry is preferred.

Required Skills.

- Robust customer relationship management skills.
- Excellent verbal and written communication.
- Team leadership and people management.
- Complaint handling and conflict resolution.
- Problem-solving and decision-making.
- Knowledge of CRM software and Microsoft Office.
- Ability to work under pressure and meet service-level agreements (SLAs).

If interested, please call directly to HR (phone hidden)

📌 Service Coordinator (Noida)
🏢 BPE Innovations
📍 Noida