Operations Executive (DIH)

* 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 * 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 * Key Result Areas and Key Performance Indicators **S. 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