Job Title: Associate - Client Experience
Location: Mumbai & Bangalore
Role Summary:
We are looking for a proactive and customer-focused Client Experience Executive to manage client relationships, ensure service excellence, and drive customer satisfaction across logistics operations. The role requires close coordination with internal teams to resolve issues, improve service performance, and build long-term client partnerships.
Key Responsibilities
- Act as the primary point of contact for assigned clients and ensure seamless communication between clients and internal teams.
- Coordinate with Operations, Security, and other stakeholders to deliver the highest levels of service.
- Develop and maintain strong relationships with key clients, ensuring high customer satisfaction and reducing client churn.
- Monitor service performance metrics and prepare detailed MIS reports, dashboards, and client presentations.
- Conduct Monthly Business Reviews (MBRs) and Quarterly Business Reviews (QBRs) with clients to discuss performance, trends, challenges, and improvement opportunities.
- Investigate and resolve service failures including shipment delays, damages, losses, POD issues, and billing discrepancies.
- Identify root causes of recurring issues and work with internal teams to implement corrective and preventive actions.
- Track client escalations and ensure timely closure within agreed timelines.
- Analyze operational data and provide actionable insights to improve service quality and customer experience.
- Support client onboarding, process implementation, and service enhancement initiatives.
Required Skills & Qualifications
- Graduate in any discipline.
- 25 years of experience in Client Servicing, Customer Success, Key Account Management, or Logistics Operations.
- Strong verbal and written communication skills.
- Proficiency in MS Excel, including Pivot Tables, VLOOKUP/XLOOKUP, data analysis, and reporting.
- Strong analytical and problem-solving abilities.
- Excellent stakeholder management and team collaboration skills.
- Ability to work in a fast-paced environment and manage multiple priorities.
Preferred Experience
- Experience in Logistics, Supply Chain, Courier, Express Distribution, or E-commerce Operations.
- Exposure to client-facing roles and service review meetings.
- Knowledge of SLA management and performance reporting.