3 Days Left: Senior Executive

3 weeks ago

Ahmedabad, Gujarat, India Blue Dart Full time
Job Description

Regional Quality Tracker

- Purpose

Responsible for proactive tracking of International/Trinity shipments. Also responsible for handling all escalation cases including late deliveries, claims, damaged shipments, lost shipments etc.

- Key Responsibilities

Drive proactive tracking of Intel/Trinity shipments for all customers drive timely deliveries to such customers

-
- Ensure regular follow up for all the undelivered cases in the track and close them as per set rules and procedures
-
- Ensure clearance of held back cases within the stipulated timelines
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- Ensure appropriate handling of all escalation cases forwarded from the contact center
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- Ensure handling of all customer claim requests as per company policy and procedures
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- Conduct regular monitoring of TAT, RTO, Delivery Strike Rate, Shield Cases etc.
-
- Track Net Service Levels (NSLs) to identify areas where customer satisfaction levels are not being met and initiate remedial actions, if required
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- Plan for resource requirements for future growth and ensure availability of the same through discussions with the Management
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- Facilitate the branch tracker for any tracking related issues.
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- Coordinate and consult with HO Tracker for escalation or any special cases
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- Provide guidance and support to employees to help them discharge their duties effectively
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- Ensure Training and development of subordinates to develop the teams capabilities and high performance culture
- Key Result Areas and Key Performance Indicators

S. No

Key Result Areas

Key Performance Indicators

1

Ensure Customer Satisfaction for DP

- Ensure the net service levels are met as per targets
- % Call back commitment being met
- % undelivered shipments
- Clearance of held back cases within TAT (number of deviations found)

-

Ensure Effective Customer Complaint Handling in the region

- % Adherence to defined TATs for
- Complaints resolution
- Claims settlement

-

Ensure Performance Driven Culture

- Adherence to Performance Management system timelines and guidelines

-

Ensure Ontime connection from First Mile

- % First Mile connection achieved

5

Ensure successful pickups including Topay

- % successful pickups including attempts

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