Warehouse Customer Care Executive
Skills
About This Role
Overview
Warehouse Customer Care Executive serves as the primary point of contact between the warehouse operations team and external/internal customers.
This role is responsible for handling order inquiries, shipment tracking, inventory status updates, and complaint resolution while ensuring smooth communication between the warehouse floor and the end customer.
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
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