Warehouse Customer Care Executive

Overview

Key Responsibilities Customer Communication

• Respond to customer inquiries via phone, email, or ticketing system regarding order status, delivery timelines, and shipping updates
• Proactively notify customers of delays, stock shortages, or shipping issues
• Provide accurate information on inventory availability and warehouse lead times

Order & Shipment Coordination

• Track orders through the warehouse management system (WMS) and liaise with picking/packing teams
• Coordinate with logistics partners to resolve delivery discrepancies or failed shipments
• Process order amendments, cancellations, and priority handling requests when feasible

Issue Resolution & Returns

• Investigate and resolve complaints related to wrong items, damaged goods, or missing shipments
• Process return merchandise authorizations (RMAs) and coordinate reverse logistics with the warehouse team
• Document recurring issues and escalate systemic problems to the Warehouse Manager

Internal Liaison

• Act as the bridge between warehouse operations, inventory control, and the customer service department
• Communicate special handling instructions or urgent orders to the floor supervisors
• Update internal databases and CRM systems with accurate case notes and resolution status

Reporting & Documentation

• Maintain daily logs of customer interactions, complaints, and resolutions
• Prepare weekly reports on common issues, SLA adherence, and customer satisfaction metrics
• Ensure all communication adheres to company policies and data protection standards

Requirements & Qualifications

• High school diploma or equivalent required; Bachelor’s degree preferred
• 2–3 years of experience in customer service, logistics, or warehouse operations
• Proficiency in Warehouse Management Systems (WMS),3PL, ERP software, and MS Office
• Familiarity with shipping carriers, freight terminology, and supply chain basics
• Excellent verbal and written communication skills
• Strong problem-solving ability and attention to detail
• Ability to work under pressure and manage multiple priorities in a fast-paced environment
• accommodation and transportation will be provided by company