CX Buyer

About Birla Pivot
In a short span of 2.5 years since inception, Birla Pivot has evolved into a comprehensive B2B e-commerce platform offering integrated procurement and financial solutions that help businesses become efficient and grow. We offer products across 35 categories, 40,000+SKUs from 300+ brands across Building Material, Chemicals & Metals. We launched private labels in 3 categories : Tiles, Ply and Bath ware. With a robust network of suppliers and transporters, we have delivered to 4,000+ pin codes across 375 cities. Our customer base now spans top-tier EPC companies, civil contractors, real estate developers, OEMs, fabricators, manufacturing companies, dealers, and retailers. We connect Sellers, Buyers, Logistics service providers, Lending partners, Payment solution providers on a unified digital backbone thereby creating end to end visibility and providing a B2C like fulfilment experience for the B2B ecosystem.

The evolution of B2B ecommerce is expected to mirror the B2C ecommerce journey, where technology transformed discovery, pricing, fulfilment, and customer experience at scale. Digital penetration today in B2B ecommerce is still under 2%, indicating massive headroom for scalable digital-first platforms. As the Aditya Birla Group, we are uniquely positioned to transform and shape the way commerce is done across these verticals by leveraging our deep industry expertise and scale. We have built a unique Quote based, Credit linked commerce journey that solves for the needs of B2B commerce with a diverse team that is a mix of deep industry expertise and experience of building complex technology platforms from the ground up. Our goal is to drive this digital adoption and create a distribution platform that can become the most trusted B2B ecommerce platform in the country. 

Key Accountabilities & Support Actions
• To oversee end-to-end customer journey with Pivot - right from onboarding to transaction. Be available for the customer as and when required. 

• You will be the first point of contact (within Birla Pivot system) for the customer. To ensure you give an awesome first-time experience (AHAA MOMENT) to the customer by onboarding him/her smoothly 

• You job will involve significant stakeholder management. You will be required to coordinate with external (customers and suppliers) as well as internal (CX, sales, category, logistics, credit, finance, product etc.) stakeholders on a daily basis. 

• You will be the fall-back point of contact for the customers as and when they are facing challenges which are not being handled as per their expectations. In all such cases, to manage inbound customer queries with satisfactory resolution   

• The job will also involve working on multiple systems like CRM tools, accounting books etc. 

• You will regularly take feedback from the customers post order delivery/ long dormancy and pipe that in the system for continuous improvement