Job Description

• Assigning jobs to partners basis the checklist internally defined including Geographical Strengths, Route Strength & Optimization, Service Quality
• Provide resolution on partner escalations coming from Customer Experience Team (Within TAT)
• Ensuring Claims/Compensation for damages from Partners, coz of bad customer experience
• Partner Performance Management – Route Selection, barring them on routes/locations, barring them on all future leads (MIS/ Analytics)
• Ensure 1st Customer Connect 24 hours in advance of the scheduled Relocation date.
• Share Policy details for Insurance Policy generation
• Follow up & Coordinate with Partner to ensure SLAs are met (Loading Manager, Unloading Mgr, adequate Packing materials)
• Manage end-to-end fulfilment cycle post payment within required timeline
• Ensure 100% adherence to Partner App and System by Partners
• Ensure tracking updates as per SOP and on-time delivery of shipment
• Ensure Packaging Guidelines are followed as per SOP
• Ensure Workforce to CFT ratios are adhered as per SOP
• Ensure Pre Dispatch Report including images are uploaded by Partners as per SOP
• Ensure Customer Feedbacks are collected at all 3 stages – Packing/Loading, Unloading/Unpacking & Final Feedback on successful Relocations
• Build intelligence to project misses and raise Flags in advance
• Mitigate all possible risks of escalation, damage, delay & non-compliance
• Ensure all required docs related to move are uploaded on time by Partners
• Educating Partners on HL internal & external tools Including all updates on documentation or processes
• 100% Process adherence and ticket update on time