Senior Executive - CRM

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Job Description

Job Description

Weight Dispute Management
Review and validate customer-raised disputes related to shipment weight discrepancies.
Investigate disputes using available evidence such as GOR images, scanning records, hub reports, and system logs.
Coordinate with operations teams, hubs, and warehouses for weight verification.
Maintain proper documentation of dispute cases and resolutions.
Data Analysis & Validation
Analyze shipment-level data to identify the root cause of discrepancies.
Ensure weight corrections are processed accurately in the billing system.
Customer Communication
Provide clear and professional responses to customer queries regarding weight disputes.
Share supporting documents (GOR images, weight reports, etc.) with customers as required.
Maintain service-level timelines for dispute resolution.
Coordination with Internal Teams
Work closely with operations, hub teams, billing, IT, and key account management teams.
Escalate complex cases to management where required.
Ensure alignment between operational records and billing data.
Reporting & MIS
Prepare daily, weekly, and monthly reports on dispute volumes, resolution timelines, and outcomes.
Monitor dispute trends and highlight recurring issues or operational gaps.
Process Improvement
Identify opportunities to reduce disputes through process improvement.
Support the implementation of automation tools, such as API sharing of GOR images or system validations.
Recommend operational improvements to reduce weight discrepancies.