Buyer CX- Offroll

Key Responsibilities

• Manage end-to-end order processing and onboarding processes.
• Review and approve customer onboarding requirements as per company guidelines.
• Coordinate with internal teams (Sales, Operations, Logistics, Finance, Customer Support, etc.) to ensure timely order fulfillment and issue resolution.
• Guide and educate buyers on effective use of the company website and self-service features.
• Promote customer engagement by encouraging participation in NPS (Net Promoter Score) and CSAT (Customer Satisfaction) surveys.
• Track onboarding progress and maintain accurate records of customer interactions.
• Ensure a positive customer experience throughout the onboarding and order lifecycle.
• Escalate critical issues and follow up to ensure timely resolution.

Required Skills & Qualifications

• Strong communication and stakeholder management skills.
• Customer-centric mindset with excellent relationship-building abilities.
• Ability to coordinate across multiple teams and manage priorities effectively.
• Good problem-solving and follow-up skills.
• Proficiency in CRM systems, order management tools, and Microsoft Office/Google Workspace.
• Experience in customer onboarding, order management, customer success, or operations is preferred.

Key Success Metrics

• Onboarding completion within defined timelines.
• Order execution accuracy and turnaround time.
• Customer satisfaction (CSAT) scores.
• NPS survey participation and feedback quality.
• Effective coordination and issue resolution with internal stakeholders and buyers.Role & responsibilities

Preferred candidate profile