Operations & Customer Support In-charge

1 week 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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