Senior Executive
6 days ago
Job Title
Senior Executive – Tracking
Function
Customer Service
Reporting to
Team Lead – Tracking
- Purpose
Responsible for executing activities of tracking customer shipments and handling exceptional cases
- 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
- Key Result Areas and Key Performance Indicators
S.No
Key Result Areas
Key Performance Indicators
Ensure satisfaction of customers
- Customer Feedback Scores (NPS scores) for the assigned customers
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)
Resolution of customer complaints
- % Adherence to defined service quality parameters for
- Complaints handling (Domestic and International)
- Claims settlement
Tracking performance parameters for delivery
- Timely preparation of reports on TATs achieved in delivery of shipments in the region
Ensure Performance Driven Culture
- Adherence to Performance Management system timelines and guidelines
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