Assistant Manager - Customer Service

Mumbai, Maharashtra
Permanent
Full-time

4 hours ago

PurposeResponsible for ensuring timely, accurate and profitable delivery of shipments to customers through effective management of all inbound operations at the Service Center2. Key ResponsibilitiesResponsibilitiesOperational

Ensure adherence to the operational workflows and standard operating procedures (SOPs) defined for service centre inbound operations
Monitor the daily in scan and out scan of shipments and related paperwork
Check pre-alerts to track daily loads at the service centers and plan delivery schedules accordingly
Conduct daily staff briefings, including communication regarding any operational changes, route changes etc
Check and hand over delivery sheets to the delivery staff
Ensure safe, timely and profitable delivery of shipments to customers and reduce instances of undelivered shipments, RTOs etc
Handle all exception cases at the service center and communicate the same to Hubs, Origins and Customer Services for resolution
aily basis recheck exceptions of the previous day and ensure follow up of the same
Ensure safe handling of all shipments at the service center and report any damaged cases to the origin
Handle security exceptions in the service center along with the security team
Conduct regular audits of deliveries and status updates to ensure correctness of information flow to clients
Monitor expenses by way of adherence to vehicle log checks daily and ensure timely reimbursement of fuel conveyance expenses to staff/ PDA
Ensure daily updation, allocation and collection OTM machines for deliveries
Collect COD cash collected by the delivery staff, cross check the same with the delivery sheet and submit the same to the branch cashier

Monitor performance of staff in the Service Centre and ensure conduct of trainings for regular staff, PDAs, etc. in line with the training programmes designed centrally
Ensure adequate manning in terms for full-time employees, PDAs etc
Generate and maintain MIS related to the service center

People· Provide direction, guidance and support to employees to help them discharge their duties effectively3. Key Result Areas and Key Performance IndicatorsS. NoKey Result AreasKey Performance Indicators1.Drive service quality and excellence· Delivery performance of inbound DP within 4 hours of load arrival· % undelivered shipments· % Return to origin (RTOs)· Adherence to SOPs (measured in terms of number of non-compliances/ deviations) in terms of delivery and information upload, closure of exception cases etc· Achievement of target NPS Scores for the service center· COD cash tally (Number of instances of errors in cash tally)2.Drive Operations Process Efficiency and capability

% increase in operational productivity in the service center

Shipments/FTE
Net stops / FTE

3.Ensure Performance Driven Culture· Adherence to Performance Management system timelines and guidelines4.Drive employee morale and engagement· PDA Attrition (%)

DHL

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