Key Responsibilities:
- Front facing customer and will be first point on contact for transport related service queries
- Liaise with internal stake holders e.g. FTL operations team, PTL Operation Team, warehouse Team for smooth service to customer.
- Engage with DHL Transport and Warehouse team on daily basis for planning purpose
- Actively engage in customer calls (internal/ external) where DHL provides transportation service and help in mitigating and operational lapse/ exigencies.
- Coordinate with multi locations team for smooth operations.
- Provide seamless shipment visibility to customers through My supply Chain portal and track key shipments ensure that it meets customer expectations on the delivery front
- Provide inputs for performance Dashboard on various parameters and MIS for specific customer lanes.
Process expectations:
- Transport Management Skills
- Monitor the Delivery KPI's against agreed KPI's and Service Quality
- Maintain Transport KPIs and share MIS for MBRs and QBRs
- Tracking undelivered and ageing shipments, focus on timely closure thru coordination with Site Ops / CDM /PM Team
- Exception Management viz coordinate with Network Ops Team for deviation /shipment missing the EDD for priority closure
- Tracking Milestone performance in TMS System and system process compliance
- Focus on usage of Tech solutions to provide real time /milestone based tracking(DHL internal tools)
- Coordinate with FTL / XD team for bridging the gap if any.
- Tracking POD Performance including timeliness and quality
- Proactively tracking delivery performance against EDD thru effective coordination with Network Ops team
- To assist others in the completion of assignments through knowledge sharing.
Experience and Qualification:
- Minimum 5-6 years experience in Transport business.
- Background of customer support / Transport operations including (PTL distribution network)
- Bachelor's degree in any field
- IT certification(additional points)
- Customer facing experience( preferable)
- Good understanding of Transport Management System
- Language Skills Hindi / English / Tamil
