Executive - Customer Service

• Act as a liaison between the Distribution Centre and internal/external customers, addressing inquiries and concerns in a timely and professional manner.
• Maintain up-to-date customer records, delivery status reports, and order documentation.
• Support the resolution of complaints and delivery discrepancies with root cause analysis and corrective actions.

• Coordinate with DC, logistics, and last-mile teams to ensure accurate and on-time dispatch of customer orders.
• Analyze customer service trends, report recurring issues, and collaborate with cross-functional teams to improve turnaround time.
• Follow up on open service requests and ensure escalations are handled promptly.

• Respond to customer queries via phone, email, and system portals, ensuring professional and courteous communication.
• Update customers proactively on order status, stock availability, or delivery timelines.
• Support the preparation of customer service KPIs and periodic service-level reports.

• Recommend process enhancements and digital tools to improve service response and customer satisfaction.
• Participate in service improvement projects, system upgrades, and training initiatives to build service capability.
• Maintain in-depth product knowledge and awareness of internal distribution processes to support accurate resolution.

• 1-3 years of experience working in a warehouse or distribution center environment in a similar role or related position is preferred.
• Strong interpersonal and problem-solving skills, with the ability to multitask in a fast-paced setting.
• Working knowledge of ERP systems, MS Office, and customer service platforms is preferred.
• Bachelor's degree in Business Administration, Supply Chain, or a related field.

Apparel Group