Manager-Customer Experience/Client Engagement

Shadowfax Technologies; Bengaluru; On-site; INR 1,500,000 - 2,100,000; Full time

Job summary

Shadowfax Technologies in Bengaluru (Bellandur) is seeking a Manager-Customer Experience/Client Engagement to lead customer service across the logistics lifecycle. You will be the primary liaison for customers, ensuring timely communication, issue resolution, shipment tracking, and coordination with internal teams to deliver a seamless experience.

The role requires 4–8 years in customer experience within logistics, strong CRM/ERP familiarity, and excellent communication, relationship building,

Qualifications

• Bachelor's degree in Business Administration, Supply Chain Management, Logistics, or a related field.
• 4–8 years of experience in customer service or customer experience, preferably in logistics, transportation, freight forwarding, or supply chain.
• Experience using CRM, ERP, or Transportation Management Systems (TMS) is preferred.
• Strong knowledge of logistics operations, shipment lifecycle, and transportation processes.

Responsibilities

• Serve as the primary point of contact for customer inquiries via phone, email, and other communication channels.
• Monitor shipments from pickup to final delivery and provide proactive status updates.
• Coordinate with operations, warehouse, transportation, and sales teams to ensure timely order fulfillment.
• Resolve customer complaints, delivery issues, and service-related concerns within defined SLAs.
• Maintain accurate customer records, shipment details, and communication logs in the CRM or ERP system.
• Process customer requests related to shipment scheduling, documentation, billing queries, and proof of delivery.
• Analyze customer feedback and recommend process improvements to enhance service quality.
• Track key customer experience metrics such as CSAT, FRT, and OTD.

Skills

Communication

Customer relations

Problem solving

Time management

Attention to detail

MS Office

CRM systems

Stakeholder management

Education

Bachelor's degree in Business Administration / Logistics

Tools

CRM systems

ERP

TMS

Job description

We are hiring for Manager-Customer Experience/Client Engagement in Bangalore (Bellandur)

Exp: 4yrs to 8yrs

Location: Bellandur

Work Mode: 5days from office

F2F Interview: 21st July

Candidates only from Logistics industry are eligible for this role.

JD: The Customer Experience Executive is responsible for delivering exceptional customer service throughout the logistics lifecycle. This role serves as the primary point of contact for customers, ensuring timely communication, issue resolution, shipment tracking, and coordination with internal teams to provide a seamless customer experience.

Key Responsibilities

• Serve as the primary point of contact for customer inquiries via phone, email, and other communication channels.
• Monitor shipments from pickup to final delivery and provide proactive status updates.
• Coordinate with operations, warehouse, transportation, and sales teams to ensure timely order fulfillment.
• Resolve customer complaints, delivery issues, and service-related concerns within defined service level agreements (SLAs).
• Maintain accurate customer records, shipment details, and communication logs in the CRM or ERP system.
• Process customer requests related to shipment scheduling, documentation, billing queries, and proof of delivery.
• Analyze customer feedback and recommend process improvements to enhance service quality.
• Track key customer experience metrics such as on-time delivery, response time, customer satisfaction (CSAT), and complaint resolution.
• Build and maintain strong customer relationships to improve retention and loyalty.
• Support key accounts by ensuring consistent service delivery and coordinating special customer requirements.

Required Qualifications

• Bachelor's degree in Business Administration, Supply Chain Management, Logistics, or a related field.
• 48 years of experience in customer service or customer experience, preferably in logistics, transportation, freight forwarding, or supply chain.
• Experience using CRM, ERP, or Transportation Management Systems (TMS) is preferred.
• Strong knowledge of logistics operations, shipment lifecycle, and transportation processes.

Required Skills

• Excellent verbal and written communication skills.
• Strong customer relationship management abilities.
• Problem-solving and conflict resolution skills.
• Time management and multitasking capabilities.
• Attention to detail and accuracy.
• Proficiency in Microsoft Excel, Outlook, and Microsoft Office.
• Ability to work in a fast‑paced, deadline‑driven environment.
• Data analysis and reporting skills.
• Team collaboration and stakeholder management.

Key Performance Indicators (KPIs)

• Customer Satisfaction (CSAT) score.
• First Response Time (FRT).
• Complaint Resolution Time.
• On‑Time Delivery (OTD) performance.
• Customer Retention Rate.
• SLA compliance.
• Number of escalations resolved.

Interested candidates can apply for this role.