VRL Logistics - Head - Customer Service Operations

VRL Logistics; Hubli; On-site; INR 9,00,000 - 12,00,000; Full time

Job summary

An established industry player in logistics is seeking a dynamic leader to enhance customer service operations. This role involves developing customer care strategies, optimizing processes, and integrating technology to improve service delivery. You will manage and motivate a team, ensuring a culture of excellence while collaborating with various departments. If you are passionate about customer satisfaction and have a proven track record in logistics, this opportunity is perfect for you. Join a fast-paced environment where your contributions will directly impact the success of the organization and its clients.

Qualifications

• Proven experience in senior customer service roles, ideally in logistics.
• Strong leadership skills with expertise in team management.

Responsibilities

• Develop and implement customer care strategies to enhance satisfaction.
• Continuously refine customer service processes for efficiency.

Skills

Organizational Skills

Time Management

Communication Skills

Problem-Solving Skills

Attention to Detail

Microsoft Office Suite

Education

Masters' degree in Business Administration

Degree in Communications or related field

Tools

CRM Tools

Microsoft Office Suite

Job description

VRL has pioneered in providing a safe and reliable logistics network in the field of parcel service, ensuring last mile delivery even in remote locations.

We integrated a hub-and-spoke operating model which enables optimal aggregation of consignments from a diversified customer base across multiple industries and locations.

About the job

Key Responsibilities:

1. Lead & Strategize:
   - Develop and implement customer care strategies that enhance satisfaction, loyalty, and efficiency across the customer life-cycle.
2. Process Optimization:
   - Continuously refine and streamline customer service processes to ensure quick response times and issue resolution.
   - Endeavor to reduce operational inefficiencies.
3. Technology Integration:
   - Leverage the latest technology and CRM tools to create a smooth, efficient customer service operation.
   - Implement data-driven decision-making for service improvements.
4. Team Development:
   - Manage, coach and motivate a team of customer service professionals, fostering a culture of excellence and customer-centricity.
5. Feedback and Continuous Improvement:
   - Regularly gather and analyze customer feedback to incorporate service improvements and strategic initiatives.
6. Cross-functional Collaboration:
   - Work closely with other departments, such as Operations and IT to align customer care initiatives with overall business goals and ensure smooth communication channels.

What we are looking for:

1. - Someone holding a Masters' degree in Business Administration, Communications, or a related field preferred.
2. - Proven experience in a senior customer service or customer care role, ideally in logistics or a related field.
3. - Strong leadership skills with expertise and experience in building and managing high performing teams.
4. - Familiar with tools, techniques and software, with a deep understanding of how to apply them effectively in a B2B logistics setting.
5. - Excellent communication, problem-solving and organizing skills.

Skills:

1. - Strong organizational and time management skills.
2. - Excellent written and verbal communication abilities.
3. - Proficiency in Microsoft Office Suite (Word, Excel, PowerPoint, Outlook) and other relevant software.
4. - Ability to handle multiple tasks and prioritize effectively while maintaining a high level of discretion and confidentiality.
5. - Strong problem-solving skills and attention to detail.
6. - Ability to work in a fairly ambiguous atmosphere and under minimal supervision.

Additional Information:

1. - Fast-paced office environment.
2. - Occasional travel may be required.
3. - Flexibility to work extended hours as needed.