Specialist Customer Experience

1) Job Purpose

To ensure timely, accurate, and efficient dispatch of finished products while coordinating with manufacturing, quality, logistics, warehouses, and customer-facing teams. The role is responsible for driving dispatch planning, documentation compliance, transportation coordination, and on-time delivery performance to support superior customer experience.

2) Job Context & Major Challenges:

Dispatch Operations

• Plan and coordinate daily dispatch activities in line with customer commitments.
• Ensure availability of dispatch documentation, invoices, e-way bills, and transporter records.
• Monitor dispatch schedules and ensure adherence to SLAs.
• Resolve dispatch-related bottlenecks and escalations.

Logistics Coordination

• Coordinate with transporters and logistics partners for vehicle placement and movement.
• Track shipments and ensure timely delivery to customers/sites.
• Optimize freight utilization and transportation efficiency.

Inventory & Order Fulfilment

• Coordinate with manufacturing and warehouse teams for order readiness.
• Ensure accurate material picking, packing, and loading.
• Monitor inventory availability against dispatch plans.

Stakeholder Management

• Work closely with Customer Experience, Manufacturing, Quality, Sales, and Supply Chain teams.
• Provide dispatch status updates and delivery tracking information.
• Handle urgent customer requirements and escalation cases.

MIS & Process Compliance

• Maintain dispatch records and performance dashboards.
• Monitor KPIs such as OTIF (On Time In Full), dispatch adherence, delivery lead time, and logistics costs.
• Ensure compliance with company policies, statutory requirements, and audit standards.

3) Key Result Areas/Accountabilities:

Key Result Areas/Accountabilities

Supporting Actions

• On-Time Dispatch Performance
• On-Time Delivery Performance
• Dispatch Accuracy
• Reduction in Customer Delivery Escalations
• Logistics Cost Optimization
• Documentation Compliance
• Inventory & Order Fulfilment Efficiency