CX Seller

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 manage the end-to-end order fulfilment journey right from order creation to validation, confirmation, dispatch planning and execution and finally order delivery. 
• Key milestones of the order journey like order confirmation, dispatch management, material movement tracking and delivery coordination will be anchored by you. 
• You job will involve significant stakeholder management. You will be required to coordinate with external (customers and suppliers) as well as internal (sales, category, logistics, credit, finance, product etc.) stakeholders on a daily basis. 
• Youwill be the sole point of contact for the customers as well as the suppliers as far as order fulfilment is concerned. 
• The job will also involve working on multiple systems like CRM tools, accounting books etc. 

Role KPIs 

• Customer repeat purchase rate
• Customer NPS score 
• Customer CSAT score 
• Productivity (No. of orders managed per person per month) 
• 360 deg feedback score

Qualifications &Skills

• Min. 2 years’ experience in the field of central operations/ customer service is a must. 
• Min. 1 years’ experience of handling any external parties (a customer or a supplier) is a must. 
• Experience in a B2B industry is a must. 
• Experience in an ecommerce is a plus. 
• Must have a great ownership of task. 
• Excellent communication and negotiation skills. 
• Should be a hardworking individual who practice perseverance. 
• A smart individual who has the ability to persuade other parties by putting forth relevant and relatable pointers. 
• A great team player who works with the team, together in a group. 
• A professional stakeholder manager who can smoothly manage cross functional meetings/ discussions. 
• Should be well versed with CRM tool – must have worked on at least one CRM tool. 
• Must possess ‘No task is small task’ attitude.