Customer Care Manager

We are looking for a proactive and customer-focused Customer Care, Sales Support & After-Sales Executive to manage customer queries, support the sales team, coordinate shipments, and provide end-to-end after-sales service.

The candidate will act as a key point of contact between customers, the sales team, operations, delivery teams, and management to ensure smooth shipment processing and high customer satisfaction.

Key Responsibilities

1. Customer Care & Relationship Management

• Handle customer calls, emails, WhatsApp messages, and service enquiries.

• Provide accurate information regarding courier services, shipment status, delivery timelines, rates, and procedures.

• Understand customer requirements and provide appropriate solutions.

• Handle customer complaints professionally and ensure timely resolution.

• Maintain regular communication with key customers.

• Build and maintain positive relationships with existing customers.

• Follow up with customers to ensure satisfaction with the services provided.

2. Sales Support

• Support the sales team with quotations, rate cards, proposals, and customer documentation.

• Respond to enquiries received through calls, emails, WhatsApp, website, and other channels.

• Coordinate with the sales team for new customer enquiries and leads.

• Prepare and share quotations based on customer requirements and company pricing.

• Follow up with prospective customers for quotations, meetings, and service confirmation.

• Maintain records of leads, enquiries, quotations, and sales follow-ups.

• Coordinate with operations to ensure new customers are onboarded smoothly.

• Assist the sales team in preparing MIS reports and customer-related information.

3. After-Sales Support

• Act as the primary contact for customers after the shipment/service has been booked.

• Monitor shipments and provide proactive updates to customers.

• Coordinate with operations and delivery teams regarding delayed, pending, returned, or undelivered shipments.

• Handle complaints related to delivery delays, damages, shortages, misrouting, POD, COD, and other shipment issues.

• Follow up internally until customer issues are resolved.

• Coordinate for POD (Proof of Delivery) requests and provide documents to customers.

• Handle address corrections, reattempts, return shipments, and special delivery requirements.

• Keep customers informed about the status of their complaints and service requests.

• Identify recurring issues and escalate them to management/operations for corrective action.

• It is a Full Time Customer Support / TeleCaller job for candidates with 3 - 4 years of experience.