Senior Customer Service Executive

Job Purpose

To support the efficient functioning of warehouse and fulfillment operations by ensuring accurate inventory management, timely order processing, vendor coordination, and adherence to organizational policies and service standards. The role is responsible for maintaining operational excellence, minimizing errors, and supporting continuous process improvement.

Key Responsibilities

Inventory & Warehouse Management

• Ensure timely and accurate inward and outward inventory management for books, journals, and related products.
• Maintain inventory records and stock reconciliation with a high degree of accuracy.
• Support smooth warehouse operations and ensure compliance with established processes and controls.
• Monitor inventory movement and proactively highlight discrepancies, shortages, or operational risks.

Order Processing & Fulfillment

• Process book orders accurately and within defined turnaround times.
• Coordinate timely dispatch of products to customers and monitor delivery status through tracking systems.
• Manage sales returns, approval returns, and inventory adjustments while maintaining proper documentation.
• Ensure fulfillment activities are executed efficiently and in line with Service Level Agreements (SLAs).

Coordination & Reporting

• Submit purchase indents to affiliates and production teams with appropriate approvals and documentation.
• Generate and share deviation reports with relevant stakeholders.
• Prepare and maintain operational reports, dashboards, and MIS using Excel.
• Conduct periodic performance reviews and share operational updates, escalations, and improvement recommendations with reporting managers.

Stakeholder Management

• Collaborate with Sales, Finance, Customer Service, Production, and other internal teams to ensure smooth operational workflows.
• Participate in weekly and monthly review meetings with business partners and cross-functional teams.
• Address stakeholder feedback and implement corrective actions where required.

Compliance & Process Excellence

• Adhere strictly to Internal Financial Controls (IFCR) and organizational policies.
• Ensure zero-error execution for assigned tasks and maintain high service quality standards.
• Identify opportunities for process optimization and operational efficiency improvements.
• Promote and uphold Sage Values, Code of Conduct, and organizational compliance standards.

Team Support

• Provide operational backup to team members when required.
• Demonstrate ownership of assigned tasks and work independently with minimal supervision.
• Communicate effectively through clear and concise verbal and written interactions.
• Contribute ideas, suggestions, and process improvement initiatives to enhance team performance.

Vendor Management (Developmental Responsibility)

• Support the Line Manager in coordinating with freight, warehouse, packing, and fulfillment vendors.
• Maintain MIS and records related to domestic and international freight costs.
• Assist in tracking vendor performance against agreed service levels.
• Support timely contract renewals and vendor documentation management.

Key Performance Indicators (KPIs)

• Inventory accuracy and stock reconciliation.
• Order fulfillment turnaround time (TAT).
• Return processing accuracy and timelines.
• On-time dispatch and delivery tracking.
• Report accuracy and submission timeliness.
• SLA adherence and operational efficiency.
• Zero customer or stakeholder complaints related to assigned tasks.
• Compliance with IFCR and organizational policies.

Skills & Competencies

Technical Skills

• Advanced Microsoft Excel (Pivot Tables, VLOOKUP/XLOOKUP, Data Analysis, Reporting).
• Inventory Management Systems (ERP/WMS preferred).
• MIS reporting and data analysis.
• Order processing and warehouse operations knowledge.

Behavioral Competencies

• Strong written and verbal communication skills.
• Attention to detail and accuracy.
• Time management and organizational skills.
• Problem-solving and analytical thinking.
• Flexibility and adaptability.
• High level of accountability and ownership.
• Team collaboration and stakeholder management.

Qualifications & Experience

• Graduate in any discipline.
• 3-5 years of experience in Warehouse Operations, Inventory Management, Supply Chain Operations, Logistics, Order Processing, or related functions.
• Experience in publishing, distribution, FMCG, retail, e-commerce, or similar operational environments will be an advantage.
• Exposure to inventory management systems, vendor management, and freight coordination is preferred.