Operations Executive (IXR)

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 IndicatorsS. No Key Result Areas Key Performance Indicators

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)

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

Support in regulatory compliance cases

· Number of unresolved cases (beyond a defined threshold) of regulatory non-compliance requiring any customer documents to be procured

Ensure customer satisfaction

· Adherence to overall customer service SOPs in the Hub in terms of defined TATs and timelines

Ensure Performance Driven Culture:

· Adherence to Performance Management system timelines and guidelines