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1.Purpose
2.KeyResponsibilities
Responsibilities
Conducttrackingofshipments ofcustomers‟(other than national ®ional key accounts)shipments as perthedefinedstandardoperatingprocedures(SOPs)
Identifycasesoflatedelivery,nondelivery,returntooriginandrelatedexceptionsandfollowupactivelyforclosureasperthedefinedprocedures;prepareandsendupdatestotheTeamLead
Identifyinstancesofheldbackshipmentsandconductclearanceswithinstipulatedtimelines;prepareupdateson heldbacksandsendto theTeam Lead
Obtain customer claim requests / escalations from contact center for delivery of shipments and conductrequisiteaction forclosure asperthedefinedprocedures
Conductdirecthandlingofspecificcustomercomplaintsandensurefrequentfollowupsforresolutionofthe pendingissues
Track the delivery performance of shipments by monitoring and updating TATs for delivery; preparereportson TATs achievedon aregular basis
ResponsibleforhandlingcustomerclaimrequestsaspercompanypolicyandproceduresResponsibleforhandling callsprofessionallywithinthestipulated timelines
3.KeyResultAreasandKeyPerformanceIndicators
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