Location: Bangalore
Key Responsibilities (KRAs)
- Customer Complaint Handling & Support
- Manage customer inquiries via phone, email, and chat related to PTL shipments,
including pricing, transit times, routing, and delivery schedules.
- Provide real-time shipment tracking updates and proactively inform customers
About Any Expected Delays.
- Handle and resolve issues such as lost, damaged, or delayed shipments,
ensuring timely closure and customer satisfaction.
- Maintain adherence to the escalation matrix and coordinate with senior
management for closure of critical customer concerns.
- Order & Shipment Management
- Coordinate with dispatch, warehouse, loading supervisors, and transportation
teams to ensure smooth PTL order execution.
- Ensure accurate entry of pick-up/delivery addresses, load details, weight,
dimensions, and shipment class in the system.
- Validate shipment documentation such as LR, invoices, e-way bills, and ensure
compliance before dispatch.
- Monitor first-mile pick-up scheduling and ensure customer requirements are
fully captured.
- Logistics Operations & Floor Coordination
- Oversee daily warehouse floor activities such as vehicle loading/unloading,
material handling, and route planning support.
- Coordinate with floor supervisors to ensure shipments are segregated correctly
(zone-wise, destination-wise, customer-wise).
- Monitor TAT (Turnaround Time) for inbound/outbound vehicles and ensure
minimal detention.
- Ensure operational SOPs (scanning, staging, labeling, barcoding, material safety)
are followed at the floor level.
- Support operations in resource planning such as labour availability, vehicle
allocation, dock management, and shift planning.
- Service Coordination
- Work closely with the operations team to ensure efficient first-mile, mid-mile,
and last-mile delivery performance.
- Coordinate with transport partners and drivers to ensure timely connections and
reduce network delays.
- Manage customer delivery rescheduling, special delivery instructions, ODA (Out
of Delivery Area) coordination, and floor-access restrictions.
- Documentation & Reporting
- Prepare daily/weekly MIS reports on customer queries, resolution TAT, shipment
exceptions, and claim closures.
- Maintain accurate records of PTL shipments including PODs, exception remarks,
damage reports, and customer feedback.
- Assist in filing insurance claims for lost/damaged shipments and coordinate
follow-ups until settlement.
- Support audit requirements by ensuring documentation accuracy, compliance,
and timely record submission.
- Customer Relationship Management
- Build and maintain positive relationships by offering proactive shipment visibility,
updates, and alternative solutions.
- Educate customers on PTL processes, pricing policies, transit schedules,
documentation compliance, and service limitations.
- Conduct periodic follow-ups with key accounts to understand service
challenges and recommend improvements.
Required Skills
- Excellent Communication: Strong verbal/written skills for customer and
internal coordination.
- Problem-Solving: Ability to diagnose shipment issues quickly and propose
effective resolutions.
- Time Management: Efficiently handle multiple customer requests and
operational tasks with quick turnaround.
- Technical Proficiency: Experience with TMS/WMS, ERP, CRM systems, and
shipment tracking tools.
- Risk Handling: Ability to manage escalations, negotiate service expectations,
and prevent customer debits.
- Attention to Detail: Accuracy in shipment data, documentation, and system
updates.
- Negotiation Skills: Ability to manage customer expectations on ODA charges,
high-floor deliveries, or additional service fees.
Qualifications
- Minimum 2 years of experience in customer service or PTL/logistics operations.
- Strong understanding of supply chain, PTL logistics, transport operations, and
warehouse processes.
- Bachelor's degree in Logistics, Supply Chain, Business Administration, or
related field preferred.
