Executive : Customer Service - PNQ

1. Purpose

Responsible for ensuring timely, accurate and profitable delivery of shipments to customers through effective management of all inbound operations at the Service Center

2. Key Responsibilities

Responsibilities

Operational

• Ensure adherence to the operational workflows and standard operating procedures (SOPs) defined for service centre inbound operations
• Monitor the daily in scan and out scan of shipments and related paperwork
• Check pre-alerts to track daily loads at the service centers and plan delivery schedules accordingly
• Conduct daily staff briefings, including communication regarding any operational changes, route changes etc
• Check and hand over delivery sheets to the delivery staff
• Ensure safe, timely and profitable delivery of shipments to customers and reduce instances of undelivered shipments, RTOs etc
• Handle all exception cases at the service center and communicate the same to Hubs, Origins and Customer Services for resolution
• aily basis recheck exceptions of the previous day and ensure follow up of the same
• Ensure safe handling of all shipments at the service center and report any damaged cases to the origin
• Handle security exceptions in the service center along with the security team
• Conduct regular audits of deliveries and status updates to ensure correctness of information flow to clients
• Monitor expenses by way of adherence to vehicle log checks daily and ensure timely reimbursement of fuel conveyance expenses to staff/ PDA
• Ensure daily updation, allocation and collection OTM machines for deliveries
• Collect COD cash collected by the delivery staff, cross check the same with the delivery sheet and submit the same to the branch cashier

• Monitor performance of staff in the Service Centre and ensure conduct of trainings for regular staff, PDAs, etc. in line with the training programmes designed centrally
• Ensure adequate manning in terms for full-time employees, PDAs etc
• Generate and maintain MIS related to the service center

People

· Provide direction, guidance and support to employees to help them discharge their duties effectively

3. Key Result Areas and Key Performance Indicators

S. No

Key Result Areas

Key Performance Indicators

1.

Drive service quality and excellence

· Delivery performance of inbound DP within 4 hours of load arrival

· % undelivered shipments

· % Return to origin (RTOs)

· Adherence to SOPs (measured in terms of number of non-compliances/ deviations) in terms of delivery and information upload, closure of exception cases etc

· Achievement of target NPS Scores for the service center

· COD cash tally (Number of instances of errors in cash tally)

2.

Drive Operations Process Efficiency and capability

• % increase in operational productivity in the service center
  • Shipments/FTE
  • Net stops / FTE

3.

Ensure Performance Driven Culture

· Adherence to Performance Management system timelines and guidelines

4.

Drive employee morale and engagement

· PDA Attrition (%)