Responsible for ensuring 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 ground hub
Responsibilities
- Handle all mail communications (with internal & external customers) at the Ground Hub; Responsible for mail reverts and coordination with relevant departments (PUDs, warehouses, origin etc) for the same
- Monitor exception cases at the Ground Hub (e.g. unidentified shipments, undelivered shipments, SLAH, Regulatory hold cases etc.) and follow up with operations for corrective actions
- Responsible for customer service support at the Ground Hub to ensure provision of quality services to all Blue Dart customers (if applicable); Also coordinate with the Regional Customer Services Team as and when required
- Track all shipments for the Ground Hub and update operations teams in cases of delays, route changes or any other exceptions
- Communicate with customers in cases of delays, undelivered shipments or regulatory hold shipments and ensure corrective action
- Monitor gaps in regulatory compliance 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 Ground Hub
- Support the Operations Team in its activities to ensure efficient and smooth conduct of activities at the Ground Hub
- Key Result Areas and Key Performance Indicators
S. No
Key Result Areas
Key Performance Indicators
Support service quality and excellence in the Ground Hub
- Timely updation of status (in scan, out scan, exceptions, pre-alerts etc) in the system (% compliance within TAT)
Efficient handling of exceptions in the Hub
- % exception cases resolved within defined TAT
- Number of cases of priority shipments and urgent shipments not delivered
Support in regulatory compliance cases
- Number of unresolved cases (beyond a defined threshold) of regulatory non-compliance requiring any customer documents to be procured
Ensure customer satisfaction
- Adherence to overall customer service SOPs in the Hub in terms of defined TATs and timelines
Ensure Performance Driven Culture
- Adherence to Performance Management system timelines and guidelines
