1. Purpose

Responsible for the operations and customer support activities at the PUD/ DC to ensure smooth flow of activities and delivery of quality service to Blue Dart customers. Also responsible for handling 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 PUD/DC

2. Key Responsibilities

Responsibilities

• Handle all mail communications with internal & external customers at the PUD/DC; Responsible for mail reverts and coordination with relevant departments (Hubs, warehouses, origin etc) for the same
• Provide customer service support at the PUD/DC to ensure provision of quality services to all Blue Dart customers; Also coordinate with the Regional Customer Services Team to resolve customer issues, as and when required
• Ensure effective customer complaint handling in cases of escalations, late deliveries, claims etc
• Monitor all service failures (as per Blue Dart performance standards) and ensure service recovery as per process through relevant teams
• Track all shipments for the PUD/DC and update operations teams in cases of delays, route changes, alternate instructions etc
• Monitor exception cases at the PUD/DC (e.g. unidentified shipments, undelivered shipments, regulatory hold cases, RTO cases etc.) and follow up with operations teams for corrective actions
• Communicate with customers in cases of delays, undelivered shipments or regulatory hold shipments and ensure corrective actions
• Track and monitor all urgent delivery notifications; Coordinate with operations teams for prioritizing shipments and ensuring timely delivery of urgent shipments
• Monitor gaps in regulatory compliance (in terms of paperwork, octroi collection etc) 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 PUD/DC
• Support the Operations Team in its activities to ensure efficient and smooth conduct of activities at the PUD/DC

3. Key Result Areas and Key Performance Indicators

S. No

Key Result Areas

Key Performance Indicators

1.

Support service quality and excellence in the PUD/ DC

·Timely updation of status (in scan, out scan, exceptions, pre-alerts etc) in the system (% compliance within TAT)

2.

Efficient handling of exceptions in the PUD/ DC

·% exception cases resolved within defined TAT

·Number of cases of priority shipments and urgent shipments not delivered

3.

Support in regulatory compliance cases

·Number of unresolved cases (beyond a defined threshold) of regulatory non-compliance requiring any customer documents to be procured

4.

Ensure customer satisfaction

·Adherence to overall customer service SOPs in the Hub in terms of defined TATs and timelines

5.

Ensure Performance Driven Culture

·Adherence to Performance Management system timelines and guidelines