Advisor - Customer Experience

About Company

Group Bayport is a rapidly growing global e-Commerce, B2B2C, B2B and B2C organization and an industry leader in print technology, operates in the United States, Canada, Australia, New Zealand, UK, and India through its family of brands – Banner Buzz, Covers & All, Vivyx Printing, Circle One, Giant Media, and Neon Earth. From full suites of trade show and small business marketing solutions to sophisticated outdoor living covers, signages and shades to eclectic personal accents and home decor, we help our customers, clients, and partners to make a personalized statement through customization.

While our advanced technology and customer focus are certainly our salient attributes, our true strength comes from our team of 1800+ people. We are seeking exceptional talent across the board to join us in our exciting growth journey.

For more about Group Bayport, please visit

Website: https://groupbayport.com/about-us/

LinkedIn: https://www.linkedin.com/company/groupbayport/mycompany/

Designation: Advisor - Customer Experience

Location: Ahmedabad/Gurugram

Job Purpose

To act as the primary liaison between the Production and Customer Experience (CE) teams, ensuring seamless communication, faster issue resolution, and proactive customer updates for production-related enquiries.

Key Responsibilities

• Act as the single point of contact between the Production and CE teams.
• Coordinate with Production to obtain real-time order status and updates.
• Resolve production-related customer queries within defined SLAs.
• Follow up on priority, delayed, and escalated orders.
• Provide timely updates to the CE team to enable accurate customer communication.
• Identify and escalate production bottlenecks that may impact customer commitments.
• Coordinate with Design, Planning, and Production teams to resolve order issues.
• Track production-related cases and ensure closure within agreed timelines.
• Maintain daily reports on pending, delayed, and escalated production cases.
• Participate in daily operational meetings and provide status updates.
• Recommend process improvements to reduce customer contacts and operational delays.
  
  

Key Performance Indicators (KPIs)

• Production query turnaround time (TAT)
• SLA adherence for production-related cases
• Reduction in production-related customer escalations
• Reduction in repeat customer contacts
• First Contact Resolution (FCR) improvement
• Customer Satisfaction (CSAT) improvement
• Daily pending case ageing
• Accuracy and timeliness of production updates
  
  

Required Skills

• Strong communication and stakeholder management skills.
• Good understanding of production workflows and customer service operations.
• Ability to manage multiple priorities in a fast-paced environment.
• Strong analytical and problem-solving skills.
• Proficiency in Excel, ticketing systems, and reporting tools.
  
  

Preferred Experience

• 1-2 years of experience in Customer Experience, Production Coordination,
• Experience in an e-commerce or manufacturing environment is preferred.
• Familiarity with order management and ticketing systems is an added advantage.