Dogsee Chew
Website:
dogseechew.com
Job details:
Job Description:
CRM Executive – Customer Experience & Support
Company: Khanal Foods Pvt. Ltd. (Dogsee Chew)
Location: Bengaluru
Department: Ecommerce / Customer Experience
About Dogsee
Dogsee Chew is a premium pet nutrition brand from Khanal Foods Pvt. Ltd., known for its all-natural Himalayan Yak Chews and healthy dog treats. Our products are available across Amazon, Chewy, Walmart, Quick Commerce platforms, our D2C website, and in over 30 countries worldwide. At Dogsee, we are passionate about creating high-quality, healthy products for dogs while delivering an exceptional customer experience.
Role Overview
We are looking for a CRM Executive who will own the end-to-end customer support experience for Dogsee across all sales channels. The role involves handling customer queries, complaints, returns, replacements, and feedback while ensuring timely resolution and a delightful brand experience.
The ideal candidate should have strong communication skills, empathy, and the ability to coordinate with internal teams to resolve customer issues efficiently.
Key Responsibilities
Customer Support & Complaint Management
● Manage customer complaints and queries across all Dogsee channels:
○ Amazon
○ D2C Website
○ Chewy
○ Walmart
○ Quick Commerce (Zepto, Blinkit, Swiggy Instamart, BigBasket)
○ Social Media (Instagram, Facebook, WhatsApp, Email)
● Respond to customer inquiries within defined SLA timelines.
● Handle product complaints related to quality, packaging, delivery, refunds, and replacements.
● Coordinate replacement and refund requests with operations and warehouse teams.
CRM & Customer Experience
● Maintain customer interactions and complaint records in the CRM system.
● Track complaint status until closure and ensure customers receive timely updates.
● Identify recurring customer issues and share insights with product, quality, and operations teams.
● Collect customer feedback and highlight improvement opportunities.
Cross-functional Coordination
● Work closely with Ecommerce, Logistics, Operations, and Quality teams to resolve customer issues.
● Coordinate with marketplace support teams for escalations on Amazon, Chewy, Walmart, and Quick
Commerce.
● Assist in managing reviews and customer ratings across marketplaces.
Reporting & Analytics
● Prepare weekly and monthly customer service reports.
● Track key customer experience metrics such as:
○ Number of complaints received.
○ Resolution time (TAT).
○ First response time.
○ Replacement and refund trends.
○ Customer satisfaction trends.
○ Top recurring complaint categories.
Required Skills & Qualifications
● Bachelor's degree in any discipline.
● 1–3 years of experience in Customer Support, CRM, Ecommerce Operations, or Customer Success.
● Excellent verbal and written communication skills in English
● Strong problem-solving and conflict-resolution skills.
● Comfortable working with ecommerce platforms and CRM tools.
● Good proficiency in Google Sheets/Excel.
Preferred Qualifications
● Experience handling customer support for Amazon, D2C, or ecommerce brands.
● Experience in the pet care, FMCG, or consumer products industry is an added advantage.
Why Join Dogsee?
At Dogsee, you'll be part of a fast-growing global pet brand where customer experience is at the heart of
everything we do. You'll have the opportunity to work across multiple ecommerce platforms, collaborate with cross-functional teams, and directly contribute to building a brand loved by pet parents around the world.
Click on Apply to know more.
