Job Description

1. Purpose
Responsible for executing activities of tracking customer shipments and handling exceptional cases
2. Key Responsibilities
Responsibilities

• Conduct tracking of shipments of customers' (other than national & regional key accounts) shipments as per the defined standard operating procedures (SOPs)
• Identify cases of late delivery, non delivery, return to origin and related exceptions and follow up actively for closure as per the defined procedures; prepare and send updates to the Team Lead
• Identify instances of held back shipments and conduct clearances within stipulated timelines; prepare updates on held backs and send to the Team Lead
• Obtain customer claim requests / escalations from contact center for delivery of shipments and conduct requisite action for closure as per the defined procedures
• Conduct direct handling of specific customer complaints and ensure frequent follow ups for resolution of the pending issues
• Track the delivery performance of shipments by monitoring and updating TATs for delivery; prepare reports on TATs achieved on a regular basis
• Responsible for handling customer claim requests as per company policy and procedures
• Responsible for handling calls professionally within the stipulated timelines

3. Key Result Areas and Key Performance Indicators
S. No
Key Result Areas
Key Performance Indicators
1.
Ensure satisfaction of customers
Customer Feedback Scores (NPS scores) for the assigned customers
2.
Ensure efficient tracking and monitoring of shipments in the region
Domestic critical cases within defined threshold levels
% closure of GEMA traces closed within defined timelines
% Call back commitment being met
Clearance of held back cases within TAT (number of deviations found)
3.
Resolution of customer complaints

• % Adherence to defined service quality parameters for
• Complaints handling (Domestic and International)
• Claims settlement

4.
Tracking performance parameters for delivery
Timely preparation of reports on TATs achieved in delivery of shipments in the region
5.
Ensure Performance Driven Culture
Adherence to Performance Management system timelines and guidelines

Skills Required