Seasoned Leader Role

7 days ago

Kolkata, West Bengal, India beBeeExecutive Full time ₹ 10,00,000 - ₹ 12,00,000
Job Overview

We are seeking a seasoned executive to join our organization in a key role. As a Senior Executive, you will be responsible for leading the execution of critical activities related to customer shipment tracking and exceptional case handling.

Key Responsibilities:
  • Conduct thorough tracking of shipments for customers outside of national regional key accounts, adhering to established standard operating procedures (SOPs).
  • Identify instances of late delivery or non-delivery return to origin and related exceptions, actively pursuing closure in accordance with defined procedures.
  • Prepare and submit updates to the Team Lead regarding held-back shipments and customer claim requests escalations from the contact center.
  • Directly handle specific customer complaints, ensuring regular follow-ups for resolution of pending issues.
  • Monitor delivery performance by tracking and updating TATs for delivery, preparing reports on achieved TATs on a regular basis.
Key Result Areas and Key Performance Indicators:S. No.Key Result AreasKey Performance Indicators1Ensure Customer SatisfactionCustomer Feedback Scores NPS scores for assigned customers2Efficient Tracking and Monitoring of ShipmentsDomestic 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 found3Resolution of Customer ComplaintsAdherence to defined service quality parameters for Complaints handling Domestic and International Claims settlement4Tracking Performance Parameters for DeliveryTimely preparation of reports on TATs achieved in delivery of shipments in the region5Performance Driven CultureAdherence to Performance Management system timelines and guidelines

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