MCL Operations Specialist

Overview

Supports day-to-day customer experience and operational activities within MCL by executing standardized processes related to customer service, case management, and order handling, working under supervision and escalating non-routine issues to senior team members.

What you'll do

• Manage customer service requests through various channels (email, system tools, case management platforms).
• Support order management activities including order creation, validation, and tracking.
• Handle customer onboarding activities such as data validation and system updates.
• Maintain accurate records of customer interactions, cases, and operational transactions.
• Assist in contract management processes by ensuring data accuracy and alignment with agreed terms.
• Support dispute handling by identifying discrepancies and coordinating with relevant teams for resolution.
• Follow established SOPs to execute operational tasks accurately and consistently.
• Monitor and track open cases to ensure timely closure within SLA timelines.
• Collaborate with internal teams (warehouse, operations, finance, and customer service) to resolve issues.
• Escalate non-routine or complex cases to senior team members or supervisors.
• Generate basic operational and case management reports for tracking performance.
• Contribute to process standardization and continuous improvement initiatives.

What you'll need

• Graduate in Business / Logistics / Commerce or related field.
• Basic understanding of customer service and operations processes.
• Strong attention to detail and process adherence.
• Good communication and coordination skills.
• Ability to work within defined procedures and timelines.
• Basic analytical and problem-solving ability.
• Ability to escalate issues appropriately.
• Proficiency in MS Excel and basic system tools.
• Understanding of customer experience processes and case management.
• Basic knowledge of logistics / MCL operations.
• Familiarity with SOP-driven operational workflows.
• Awareness of SLA-based service delivery.
• Basic understanding of contract and dispute handling.

Nice to have

• ERP system experience.

Details

• Location: Chennai, India.
• Works under supervision.