Customer Support Executive

Job Description: Customer Support Executive - Logistics Operations

Position Title: Customer Support Executive - Logistics & Operations

Location: [Gurugram]

Department: Operations & Customer Support

Reports To: Operations Manager

Job Summary

We are seeking a proactive and organised Customer Support Executive to manage end-to-end logistics coordination, including parcel pickups, transportation arrangements, delivery tracking, and customer communication. The ideal candidate will ensure timely movement of shipments by coordinating with delivery partners, drivers, and customers while maintaining high service standards.

Key Responsibilities

Customer Support & Coordination

• Handle customer inquiries related to pickups, deliveries, shipment status, and service requests.
• Provide timely updates and resolutions to customers via phone, email, and messaging platforms.
• Maintain positive customer relationships and ensure customer satisfaction.

Pickup & Delivery Management

• Arrange and schedule parcel pickups and deliveries as per customer requirements.
• Coordinate with internal operations teams and external delivery partners.
• Monitor daily pickup and delivery schedules to ensure on-time execution.
• Track shipments and follow up on delayed or pending deliveries.

Urgent Delivery Coordination

• Book Porter, Uber, Rapido, or other local transport services for urgent parcel pickups and deliveries.
• Compare delivery options based on urgency, cost, and availability.
• Ensure immediate dispatch and monitor successful completion of urgent deliveries.

Operations Support

• Prepare and maintain shipment records, delivery reports, and operational logs.
• Coordinate with warehouse and dispatch teams for smooth order processing.
• Escalate operational issues and recommend solutions to improve efficiency.
• Ensure compliance with company SOPs and service standards.

Documentation & Reporting

• Maintain accurate records of shipments, PODs (Proof of Delivery), and customer interactions.
• Generate daily, weekly, and monthly operational reports.
• Update CRM and logistics management systems with shipment details.

Required Skills & Qualifications

• Graduate in any discipline.
• 1-3 years of experience in logistics, courier, transport, or customer service operations.
• Familiarity with delivery platforms such as Porter, Uber, Dunzo, Rapido, etc.
• Strong communication and customer-handling skills.
• Good knowledge of MS Excel, Google Sheets, and logistics software.
• Ability to manage multiple tasks in a fast-paced environment.
• Problem-solving and coordination skills.

Preferred Qualifications

• Experience in logistics, courier, e-commerce fulfilment, or transportation operations.
• Knowledge of local routes and transport networks.

Key Performance Indicators (KPIs)

• On-time pickup and delivery rate.
• Customer satisfaction score.
• Resolution time for customer queries.
• Accuracy of shipment records.
• Success rate of urgent delivery coordination.

Salary: As per industry standards and experience.

Employment Type: Full-Time

Working Hours: [12 Hours]

This role is ideal for candidates who excel at coordinating logistics operations, managing urgent deliveries, and providing excellent customer service in a fast-paced logistics environment.