Operations & Customer Support In-charge

2 weeks ago

Imphal, India Women Entrepreneur Network Full time

**Operations & Customer Support In-charge** *** Summary Experience Required: **3 - 5 Years** **Location**: **Imphal and Dimapur** Category: **Logistics/Shipping** Job Title - Operations & Customer Support In-charge (PUD/ Distribution Center) Function - Regional Business Reporting to - Area Operations Head 1. Purpose Responsible for the operations and customer support activities at the PUD/ DC to ensure smooth flow of activities and delivery of quality service to Blue Dart customers. Also responsible for handling all mail communications/ reverts, customer call handling, regulatory clearance follow-up with origin and coordinating with operations teams for issues regarding priority deliveries, delays, exceptions, etc. at the PUD/DC 2. Key Responsibilities **Responsibilities**: • - Handle all mail communications with internal & external customers at the PUD/DC; Responsible for mail reverts and coordination with relevant departments (Hubs, warehouses, origin etc) for the same • - Provide customer service support at the PUD/DC to ensure provision of quality services to all Blue Dart customers; Also coordinate with the Regional Customer Services Team to resolve customer issues, as and when required • - Ensure effective customer complaint handling in cases of escalations, late deliveries, claims etc • - Monitor all service failures (as per Blue Dart performance standards) and ensure service recovery as per process through relevant teams • - Track all shipments for the PUD/DC and update operations teams in cases of delays, route changes, alternate instructions etc • - Monitor exception cases at the PUD/DC (e.g. unidentified shipments, undelivered shipments, regulatory hold cases, RTO cases etc.) and follow up with operations teams for corrective actions • - Communicate with customers in cases of delays, undelivered shipments or regulatory hold shipments and ensure corrective actions • - Track and monitor all urgent delivery notifications; Coordinate with operations teams for prioritizing shipments and ensuring timely delivery of urgent shipments • - Monitor gaps in regulatory compliance (in terms of paperwork, octroi collection etc) and provide support in resolving all regulatory issues, in conjunction with the Regulatory Team • - Monitor transit time and Net Service Levels (NSL) and provide regular inputs to the senior management regarding the same • - Track and ensure timely closure of all SHIELD (online security module) and CARESS cases related to the PUD/DC • - Support the Operations Team in its activities to ensure efficient and smooth conduct of activities at the PUD/DC 3. Key Result Areas and Key Performance Indicators S. No - Key Result Areas - Key Performance Indicators 1. - Support service quality and excellence in the PUD/ DC - • - Timely updation of status (in scan, out scan, exceptions, pre-alerts etc) in the system (% compliance within TAT) 2. - Efficient handling of exceptions in the PUD/ DC - • - % exception cases resolved within defined TAT - • - Number of cases of priority shipments and urgent shipments not delivered 3. - Support in regulatory compliance cases - • - Number of unresolved cases (beyond a defined threshold) of regulatory non-compliance requiring any customer documents to be procured 4. - Ensure customer satisfaction - • - Adherence to overall customer service SOPs in the Hub in terms of defined TATs and timelines 5. - Ensure Performance Driven Culture - • - Adherence to Performance Management system timelines and guidelines  

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