1.Purpose

2.KeyResponsibilities

Responsibilities

Conducttrackingofshipments ofcustomers‟(other than national &regional 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