Lead Customer Support & Logistics

Act as the primary point of contact for customers regarding product inquiries, complaints, and service requests.

Register, track, and resolve customer complaints related to battery performance and quality.

Coordinate with internal service engineers and external service partners for field service and repairs.

Ensure timely closure of service tickets and maintain service turnaround time (TAT).

Communicate service updates and resolutions clearly to customers.

Handle warranty claims in line with company policy and warranty terms.

Verify warranty eligibility, documentation, and product details.

Coordinate inspection, replacement, repair, or rejection of warranty claims.

Maintain accurate records of warranty claims, approvals, and closures.

Analyze warranty data to identify recurring issues and support continuous improvement initiatives.

Coordinate inbound and outbound logistics for batteries, spare parts, and replacement units.

Monitor dispatch schedules, deliveries, and proof of delivery (POD).

Coordinate with transporters, warehouses, and internal teams to ensure on-time deliveries.

Manage reverse logistics for warranty returns and service-related material movement.

Track inventory movement related to service and warranty stock.

Maintain customer service, warranty, and logistics records in ERP/CRM systems.

Prepare periodic reports on complaints, warranty trends, service performance, and logistics KPIs.

Ensure compliance with internal processes, safety, and regulatory requirements related to battery handling and transport.