Senior Executive- Client Representative

Role & responsibilities

1. Client Escalation & Dispute Management

• Maintain accurate records of client escalations, disputes, and operational pendency.
• Filter and validate client escalations as per agreed SLAs/terms and route them to relevant internal teams.
• Ensure timely close-loop resolution with both internal teams and clients to maintain trust.

2. Daily MIS, Reporting & Operational Analytics

• Prepare and manage Daily Performance Reports / MIS covering:
  
• FM / LM / NDR Pendency and operational updates.
• RTO Attempt vs. Delivered tracking.
• Refund & Product Quality Issues (specifically for aggregator accounts).
• Speed Analysis and Shipment Ageing Reports.
• Draft and deliver ad-hoc reports based on specific client requirements.

3. Account Reconciliation

• Drive Weekly Reconciliation Closure with clients against picked shipment counts.
• Oversee and complete Monthly Picked Reconciliation Closures accurately and on time.

4. Client Relationship & Account Growth

• Develop deep trust-based relationships with assigned strategic client accounts.
• Gain a thorough understanding of key customer needs and requirements through regular communication, Weekly Business Reviews (WBR), and Monthly Business Reviews (MBR).
• Proactively propose operational solutions to clients to expand existing account relationships and achieve business objectives.
• Address and resolve operational bottlenecks promptly to maintain high customer satisfaction.

Preferred candidate profile

• Industry Experience: Open to candidates eager to build a high-growth career in Supply Chain, Logistics, or E-commerce.
• Technical Skills: Advanced Proficiency in Microsoft Excel (VLOOKUP/XLOOKUP, Pivot Tables, Formulas, Data Analysis & Reporting).
• Communication: Excellent written and spoken English (colloquial and professional command) for client management and executive presentations.
• Analytical Mindset: Strong problem-solving skills with a focus on data accuracy and process optimization.
• Soft Skills: High ownership, relationship management, and inter-team coordination abilities.