Job Title: Customer Success Executive – B2B eCommerce (L&T SuFin)
Location: Mumbai
Industry: B2B eCommerce / Industrial & Construction Products
Employment Type: Full-time, On-roll
Position Type: Individual Contributor (team assignment in future)
Experience: 2+ Years (preferred in customer success or order management)
Qualification: Graduate
About L&T SuFin
L&T SuFin is a cutting-edge B2B eCommerce platform by Larsen & Toubro, designed to digitally transform procurement and sales for India’s SME ecosystem. Leveraging L&T’s deep expertise in procurement, logistics, financing, and IT, the platform is tailored for buyers and sellers of construction and industrial products/services. It empowers sellers to expand their market reach while enabling buyers to find quality products at the right cost — all on one unified digital marketplace.
Job Summary
We are looking for a Customer Success Executive who will play a critical role in delivering superior service across our B2B platform. As a key customer interface, you will be responsible for managing customer queries, ensuring order fulfillment, resolving disputes within timelines, and supporting process improvements based on customer insights. This is an exciting opportunity to contribute to the growth of a new-age eCommerce platform backed by one of India’s most trusted brands.
Key Responsibilities
- Handle and resolve customer queries across channels, ensuring resolution within defined Turnaround Time (TAT)
- Monitor and manage the order lifecycle, including coordination for seller payouts
- Lead the resolution of customer disputes, maintaining platform trust and satisfaction
- Gather and communicate customer insights for continuous platform and process enhancements
- Liaise with internal stakeholders across operations, logistics, finance, and tech for seamless execution
- Prepare and deliver MIS reports and dashboards as required by management
Key Skills & Requirements
- Strong problem-solving abilities with a customer-first mindset
- Hands-on experience with eCommerce operations, customer service, or logistics preferred
- Ability to multitask and work independently in a fast-paced, evolving environment
- Good communication and interpersonal skills for stakeholder engagement
- Proficiency in Excel, CRM tools, and customer ticketing platforms is a plus
1. Is this role customer-facing or backend operations?
The role involves both – you will interact directly with customers to resolve issues and also coordinate backend processes such as order management and payouts.
2. What is the future growth opportunity for this role?
Initially an individual contributor, this role will expand into team management within a few months, offering excellent career progression within the B2B digital commerce space.
3. Do I need prior eCommerce experience to apply?
While eCommerce experience is preferred, candidates with strong order management, customer service, or logistics exposure in any sector can also be considered.