Customer & Supply Chain Communication Executive

Job Summary:

We are looking for a proactive and detail-oriented Customer & Supply Chain

Communication Executive who will serve as the primary communication link between

customers, distributors, suppliers, and internal teams. The role involves handling inbound

and outbound calls, resolving queries, coordinating order flow, and ensuring smooth

information movement across the supply chain. The ideal candidate should have strong

communication skills, basic operational understanding, and the ability to manage multiple

stakeholders efficiently.

Key Responsibilities:

Customer & Partner Communication:

• Handle inbound and outbound calls professionally with customers, distributors,

vendors, and logistics partners.

• Respond to customer inquiries regarding orders, availability, pricing, delivery

schedules, and complaints.

• Maintain call etiquette and represent the company positively at all times.

Supply Chain Coordination:

• Act as a communication bridge between:

o Sales team

o Procurement team

o Warehousing team

o Logistics partners

o Distributors and retailers

• Track order confirmations, dispatch updates, and delivery status.

• Coordinate with procurement/vendor teams for stock availability and lead time

updates.

Order Processing & Follow-Up:

• Register customer orders accurately in CRM / ERP systems.

• Follow up on pending orders, delayed shipments, and stock shortages.

• Share regular updates with stakeholders until closure.

Documentation & Reporting:

• Maintain call records, order details, and issue logs.

• Prepare daily / weekly call reports, escalation reports, and resolution summaries.

• Update internal systems with customer feedback and operational data.

Escalations & Resolution:

• Identify issues impacting service levels and escalate to relevant teams.

• Ensure timely resolution of complaints and operational bottlenecks.

• Follow prescribed SOPs for service recovery and communication protocols.

Required Skills & Qualifications:

Must-Have Skills:

• Excellent verbal communication in English and local languages.

• Ability to explain information clearly and confidently.

• Basic understanding of supply chain flow (order → dispatch → delivery).

• Customer-centric mindset and problem-solving ability.

• Ability to handle pressure, volume calls, and multitasking.

Preferred Skills:

• Familiarity with CRM software or order management systems.

• Experience in logistics, FMCG, B2B delivery coordination, or telesales.

• MS Excel / Google Sheets working knowledge.

• Professional call-handling and issue resolution skills.

Education & Experience:

• Graduate / Undergraduate (any discipline).

• 1–3 years of experience in call center, customer service, logistics coordination, or

operations support preferred.

• Freshers with strong communication skills may also apply.

Key Performance Indicators (KPIs):

• Customer satisfaction score (CSAT)

• First call resolution rate

• Order resolution TAT

• Call handling efficiency

• Accuracy of records and documentation

Soft Skills:

• Active listening

• Professional tone and empathy

• Time management

• Negotiation and persuasion skills

• Attention to detail

What We Offer:

• Competitive salary + performance incentives

• Training on supply chain operations

• Career growth opportunities

• Supportive team environment

Job Type: Full-time

Pay: ₹15,000.00 - ₹22,000.00 per month

Work Location: In person