As the Customer service executive is expected to own the customer success function for Logistics Coordination.

Includes all communication with customers, both proactive and reactive daily. It also includes communication with the Logistics Team - DA Team to find out where the order is and get the delivery completed for the consumer.

The communication and follow up to resolve the queries include the following :

Managing queries across platforms - CS Teams to send in ETA queries to the CS-Logistics Lead who will help with the estimated order delivery time
Immediately resolving escalations and issues with consumers IF the DA (Delivery Agents) are not able to connect to the consumer while making the order delivery possible
Rescheduling of orders as per customer availability
Rescheduling of orders - if there is material shortage and we can send the same - next day
Assisting in refunds processing
Assisting in Missing Items
Assisting in picking up wrong items from consumer end and replacing the same
Managing reports and dashboard of all customer success related SLAs