Customer Experience & Fulfillment Manager at Multipro Consumer Products Limited

Role Purpose

• To ensure seamless order fulfillment and a consistently positive customer experience from the point of order placement through to final delivery.

Key Responsibilities 

• Manage end-to-end order tracking and delivery coordination to ensure timely and accurate fulfillment.
• Handle customer queries, complaints, returns, and refunds in a professional and timely manner.
• Monitor customer satisfaction levels and post-order experience to identify areas for improvement.
• Collaborate closely with operations and CRM teams to establish effective feedback loops and resolve recurring issues.
• Continuously identify and implement process improvements to enhance service quality and operational efficiency.

Key Performance Indicators (KPIs)

• Customer Satisfaction Score (CSAT)
• First Response Time & Resolution Time
• Order Fulfillment Success Rate
• Return & Refund Rate

 Skills & Competencies

• Strong customer service management capabilities with a customer-first mindset.
• Excellent problem-solving skills and a proactive approach to process improvement.
• Outstanding communication and coordination skills across cross-functional teams.
• Hands-on experience with CRM and ticketing systems for issue tracking and resolution.

Ideal Background:

• Minimum of 3 years of experience in customer support, logistics, or operations.
• Prior experience in an e-commerce or retail environment is highly desirable.
• If you are passionate about delivering exceptional customer experiences and thrive in a fast-paced, operations-driven environment, we would love to hear from you.