Logistics & Complaint Executive

Company name: Myro

1. Logistics Management

• Monitor daily order delivery status.
• Regularly coordinate with courier and delivery teams.
• Follow up on pending, delayed, failed, and returned orders.
• Identify the causes of delivery issues and take prompt action to resolve them.
• Coordinate product dispatch from showrooms/warehouses.
• Maintain courier shipment, tracking, and delivery reports.
• Properly follow up on undelivered and returned parcels.

2. Customer Complaint Management

• Receive customer complaints related to delivery, products, exchanges, returns, and services.
• Verify complaints promptly and provide appropriate solutions.
• Escalate serious complaints to Senior Management/Management when necessary.
• Maintain professional and polite communication with customers.
• Follow up with customers after complaint resolution.
• Identify the causes of recurring complaints and report them to management.

3. Return & Exchange Coordination

• Verify and process customer return/exchange requests.
• Coordinate with the warehouse/stock team to receive returned products.
• Maintain updated records of returned product status.
• Coordinate the timely dispatch of exchange products.
• Prepare daily/weekly return and exchange reports.

4. Reporting & Documentation

• Prepare daily delivery reports.
• Maintain pending and failed delivery reports.
• Update complaint reports and resolution status.
• Maintain return and exchange reports.
• Prepare courier performance reports.
• Report recurring delivery delays and complaint-related issues to management.

Key Performance Indicators (KPIs)

• Delivery issue resolution time
• Pending/failed order follow-up rate
• Complaint resolution rate
• Return & exchange processing time
• Customer complaint response time
• Courier coordination efficiency
• Complaint recurrence reduction
• Daily report accuracy