Customer Relationship Executive

Job Summary:

We are looking for a proactive and detail-oriented Customer RelationshipExecutive (CRE) to join our CRM department. The ideal candidate will be responsible for managing client relationships, ensuring timely resolution of customer issues, and delivering high levels of service through accurate reporting, account management, and effective coordination with internal teams. Prior experience or understanding of logistics operations, preferably with courier companies, is a strong advantage.

Key Responsibilities:

1. Act as the main point of contact for key clients, managing queries, complaints, and requests efficiently.

2. Build and maintain strong client relationships to enhance satisfaction and retention.

3. Coordinate with internal teams to ensure smooth execution of logistics services.

4. Monitor SLAs and KPIs, ensuring service levels are consistently met.

5. Prepare and maintain regular reports using advanced Excel tools (VLOOKUP, Pivot Tables, Dashboards).

6. Track performance metrics and support data-driven decision-making.

7. Handle escalations with timely follow-ups and escalate recurring issues when necessary.

8. Collaborate with Operations, Billing, IT, and Sales teams for seamless service delivery.

9. Support CRM initiatives and assist in client on-boarding processes.

10. Maintain proper documentation and adhere to internal SOP's.

Key Skills Required:

Strong communication and interpersonal skills

Excellent knowledge of Advanced Excel and data reporting

Client handling and account management experience

Problem-solving attitude with a focus on customer satisfaction

Ability to multitask and work under pressure

Knowledge of logistics/courier operations is a plus