Senior Executive - Customer Service

1. Purpose

Responsible for executing activities of tracking customer shipments and handling exceptional cases

2. Key Responsibilities

Responsibilities

• Conduct tracking of shipments of customers' (other than national & regional key accounts) shipments as per the defined standard operating procedures (SOPs)
• Identify cases of late delivery, non delivery, return to origin and related exceptions and follow up actively for closure as per the defined procedures prepare and send updates to the Team Lead
• Identify instances of held back shipments and conduct clearances within stipulated timelines prepare updates on held backs and send to the Team Lead
• Obtain customer claim requests / escalations from contact center for delivery of shipments and conduct requisite action for closure as per the defined procedures
• Conduct direct handling of specific customer complaints and ensure frequent follow ups for resolution of the pending issues
• Track the delivery performance of shipments by monitoring and updating TATs for delivery prepare reports on TATs achieved on a regular basis
• Responsible for handling customer claim requests as per company policy and procedures
• Responsible for handling calls professionally within the stipulated timelines

3. Key Result Areas and Key Performance Indicators

S. No

Key Result Areas

Key Performance Indicators

1.

Ensure satisfaction of customers

2.

Ensure efficient tracking and monitoring of shipments in the region

3.

Resolution of customer complaints

4.

Tracking performance parameters for delivery

5.

Ensure Performance Driven Culture