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