Senior Executive

3 days ago

Greater Jaipur Area, India Blue Dart Full time ₹ 5,00,000 - ₹ 15,00,000 per year

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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