Executive - Customer Connect

Department - Customer Connect

Job Purpose

The Executive Customer Connect Centre is responsible for end-to-end management of sample and display order processing, customer complaint resolution, and PAN India dispatch coordination. The role ensures timely order fulfillment, SLA-based complaint closure, returns management, and seamless coordination between internal teams and external stakeholders to deliver a consistent customer experience.

Key Responsibilities

**Order Processing & Dispatch Management**
Process sample and display orders within defined timelines, coordinate dispatch planning across PAN India, track shipments, manage pending orders, and ensure timely resolution of stock-related issues in coordination with procurement and logistics teams.

**Customer Complaint Handling**
Handle customer complaints across retail and project categories, ensure timely ticket closure within SLA, and coordinate with sales, logistics, finance, quality, and management teams for effective resolution and escalation management.

**Returns & Replacement Management**
Process product returns and replacements in coordination with warehouse and logistics teams, ensuring smooth handling of damaged or defective samples and timely customer satisfaction.

**Vendor & Internal Coordination**
Liaise with procurement, logistics, marketing, and internal departments to ensure timely order execution, sample availability, dispatch planning, and approval of display/sample requirements.

**Reporting & Documentation**
Maintain accurate records of dispatches, complaints, and returns while preparing periodic reports on pending and resolved cases for management review.

Functional Competencies

* Strong knowledge of ERP/CRM systems and order processing workflows
* Understanding of customer service principles and SLA management
* Strong analytical ability for issue resolution and root cause analysis
* Experience in logistics coordination and dispatch planning

Behavioral Competencies

* Strong communication and coordination skills
* Time management and follow-up orientation
* Problem-solving and ownership mindset
* Ability to work under pressure and manage multiple priorities