Customer Support & Logistics Coordinator - Chennai T Nagar

Job Title: Customer Support & Logistics Coordinator

Designation: Customer Support & Logistics Executive

Location: T Nagar - Chennai

Department: Operations / Customer Experience

Reports To: Customer Experience Manager / Operations Manager

Job Summary

We are seeking a detail-oriented and proactive Customer Support & Logistics Executive to handle customer interactions, coordinate with logistics partners, and ensure smooth order fulfillment. This role requires strong communication skills, effective multitasking, and a focus on delivering excellent customer experiences while maintaining cost efficiency in logistics operations.

Key Responsibilities

Customer Support

• Provide timely and accurate responses to incoming customer chats and calls.
• Handle inbound queries, complaints, and follow-ups with professionalism.
• Proactively make outbound calls to customers regarding undelivered or in-transit orders.
• Ensure high levels of customer satisfaction through prompt and courteous service.

Logistics Coordination

• Collaborate with logistics teams to resolve delivery-related issues quickly.
• Track undelivered/in-process orders and ensure timely closure.
• Maintain accurate daily dashboards of orders for visibility and tracking.
• Escalate logistics and operational issues promptly for resolution.

Operational Excellence

• Minimize repeat shipments due to delivery failures (≤2% monthly).
• Reduce courier penalty charges by ≥2% month-over-month.
• Track and reduce monthly costs related to cold chain delivery failures.
• Ensure ≤1% errors in data entry or logistics processes.

Key Performance Indicators (KPIs)

• Customer Chats: Respond to ≥95% within SLA (≤2 minutes).
• Customer Escalations: Maintain ≤2 unresolved beyond SLA per month.
• Customer Satisfaction: ≥90% in post-resolution feedback.
• Escalation Handling: 100% of negative feedback acknowledged/escalated within 24 hours.
• Order Management: ≥95% undelivered/in-process orders closed same day.
• Logistics Escalations: 100% resolved within SLA monthly.

Qualifications & Skills

• Bachelor’s degree (preferred in Business, Commerce, or related field).
• 1–3 years of experience in customer support, logistics coordination, or operations.
• Strong communication and problem-solving skills.
• Proficiency in CRM, ticketing tools, and MS Excel/Google Sheets.
• Ability to multitask, prioritize, and handle high-volume interactions.

Job Types: Full-time, Permanent

Pay: ₹23,000.00 - ₹25,000.00 per month

Work Location: In person