Executive - Customer Service

1. Purpose

2. KeyResponsibilities

Responsibilities

Conduc ttr a ckin g o f shi p men t s o f cu s t omer s ' ( o t he r t ha n n a t iona l ® iona l k ey accoun t s ) shi p men ts a s perthedefinedstandardoperatingprocedures(SOPs)

Identifycasesoflatedelivery,nondelivery,returntooriginandrelatedexceptionsandfollowupactivelyforclosureasperthedefinedproceduresprepareandsendupdatestotheTeamLead

Identifyinstancesofheldbackshipmentsandconductclearanceswithinstipulatedtimelinesprepareupdateson 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

Responsibleforhandlingcustomerclaimrequestsaspercompanypolicyandprocedures Responsibleforhandling callsprofessionallywithinthestipulated timelines

3. KeyResultAreasandKeyPerformanceIndicators