Customer Support Executive

Job Description – Customer Support Executive / Control Tower Executive

Position

Customer Support Executive – Control Tower Team

Location

Visakhapatnam (Vizag)

Experience

2 to 5 Years

Company

Steel On Call Services (India) Private Limited (SteelOnCall)

About the Role

We are looking for a proactive and customer-focused Customer Support Executive to join our Control Tower Team. The role involves acting as a central coordination point between customers, sales teams, logistics partners, procurement teams, and internal stakeholders to ensure smooth order execution and exceptional customer experience.

The ideal candidate should possess strong communication skills, problem-solving abilities, and experience in handling customer queries, order tracking, and cross-functional coordination.

Key Responsibilities

• Serve as the primary point of contact for customers regarding order status, deliveries, and service-related queries.
• Coordinate with Sales, Procurement, Logistics, and Operations teams to ensure timely order fulfillment.
• Monitor orders from confirmation to delivery and provide regular updates to customers.
• Handle customer complaints, escalations, and service issues professionally and promptly.
• Track dispatches, deliveries, and shipment movements to ensure smooth execution.
• Maintain accurate records of customer interactions, complaints, and resolutions.
• Ensure adherence to service-level agreements (SLAs) and customer satisfaction standards.
• Coordinate with transporters and vendors for delivery-related updates.
• Identify process gaps and recommend improvements to enhance customer experience.
• Prepare daily, weekly, and monthly reports related to customer service and order tracking.
• Support management in achieving operational excellence and service quality objectives.

Required Skills

• Excellent verbal and written communication skills.
• Strong customer handling and relationship management abilities.
• Good coordination and follow-up skills.
• Ability to manage multiple tasks simultaneously.
• Strong problem-solving and conflict-resolution skills.
• Proficiency in MS Excel, Google Sheets, and CRM tools.
• Ability to work in a fast-paced environment.
• Attention to detail and process-oriented mindset.

Preferred Experience

• 2 to 5 years of experience in Customer Support, Customer Success, Operations Coordination, Logistics Coordination, Supply Chain Support, or Control Tower Operations.
• Experience in E-commerce, Logistics, Supply Chain, Manufacturing, Steel, Construction Materials, or B2B industries will be preferred.
• Experience in handling customer escalations and order management.

Educational Qualification

• Any Graduate.
• MBA or relevant certification will be an added advantage.

Key Performance Indicators (KPIs)

• Customer Satisfaction Score (CSAT)
• Order Closure Efficiency
• SLA Adherence
• Escalation Resolution Time
• Delivery Coordination Accuracy
• Customer Query Resolution Time
• Process Compliance
• Customer Retention & Service Quality

What We Offer

• Opportunity to work with India's Digital Steel Marketplace.
• Fast-paced and growth-oriented work environment.
• Career progression opportunities.
• Learning and exposure across Sales, Logistics, Procurement, and Operations functions.

Department: Customer Support / Operations

Designation: Customer Support Executive – Control Tower Team

Location: Visakhapatnam (Vizag)

Experience: 2–5 Years

Employment Type: Full-Time, Permanent**.**

Contact Person : Ch Revathi

Contact Number : 6281100536