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Operations & Customer Support In-charge

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DHL

18d ago

  • Job
    Full-time
    Senior Level
  • Customer Relations
  • Chennai

AI generated summary

  • You must ensure smooth operations and support for customers, handle communications and complaints, monitor shipments, ensure regulatory compliance, and support the operations team effectively.
  • You will manage customer communications, handle complaints, monitor shipments, ensure compliance, support operations, and coordinate resolution of service issues at the PUD/DC.

Requirements

  • 1. 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.
  • 2. 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.
  • 3. 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.
  • 4. Ensure effective customer complaint handling in cases of escalations, late deliveries, claims etc.
  • 5. Monitor all service failures (as per Blue Dart performance standards) and ensure service recovery as per process through relevant teams.
  • 6. Track all shipments for the PUD/DC and update operations teams in cases of delays, route changes, alternate instructions etc.
  • 7. 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.
  • 8. Communicate with customers in cases of delays, undelivered shipments or regulatory hold shipments and ensure corrective actions.
  • 9. Track and monitor all urgent delivery notifications; Coordinate with operations teams for prioritizing shipments and ensuring timely delivery of urgent shipments.
  • 10. 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.
  • 11. Monitor transit time and Net Service Levels (NSL) and provide regular inputs to the senior management regarding the same.
  • 12. Track and ensure timely closure of all SHIELD (online security module) and CARESS cases related to the PUD/DC.
  • 13. Support the Operations Team in its activities to ensure efficient and smooth conduct of activities at the PUD/DC.

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

FAQs

What is the main purpose of the Operations & Customer Support In-charge role?

The main purpose of this role is to ensure the smooth flow of operations and customer support activities at the PUD/DC, delivering quality service to Blue Dart customers.

Who will the Operations & Customer Support In-charge report to?

The Operations & Customer Support In-charge will report to the Manager - Operations.

What are the main responsibilities of the Operations & Customer Support In-charge?

Responsibilities include handling mail communications, providing customer service support, managing customer complaints, tracking shipments, and ensuring regulatory compliance.

How is customer satisfaction measured in this role?

Customer satisfaction is measured by adherence to overall customer service standard operating procedures (SOPs) in relation to defined turnaround times (TATs) and timelines.

What are the key performance indicators for this position?

Key performance indicators include timely updates of shipment status, efficient handling of exceptions, regulatory compliance cases, customer satisfaction, and adherence to performance management guidelines.

Will the Operations & Customer Support In-charge handle escalated customer issues?

Yes, this role involves effective customer complaint handling in cases of escalations, late deliveries, and claims.

Is priority handling of urgent shipments a responsibility for this position?

Yes, monitoring and ensuring timely delivery of urgent shipments is part of the key responsibilities.

What support will the Operations & Customer Support In-charge provide to the Operations Team?

The position supports the Operations Team in activities to ensure efficient and smooth conduct of operations at the PUD/DC.

What type of training or orientation can a new hire expect?

New hires can expect training on internal communication systems, customer service standards, and regulatory compliance procedures specific to Blue Dart.

Are there specific tools or software the Operations & Customer Support In-charge is expected to use?

Yes, the role involves using systems for tracking shipments, updating statuses, and managing customer interactions, including SHIELD and CARESS cases.

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DHL

Transportation
Industry
10,001+
Employees
1969
Founded Year

Mission & Purpose

DHL is the leading global brand in the logistics industry. Our divisions offer an unrivalled portfolio of logistics services ranging from national and international parcel delivery, e-commerce shipping and fulfillment solutions, international express, road, air and ocean transport to industrial supply chain management. With about 395,000 employees in more than 220 countries and territories worldwide, DHL connects people and businesses securely and reliably, enabling global sustainable trade flows. With specialized solutions for growth markets and industries including technology, life sciences and healthcare, engineering, manufacturing & energy, auto-mobility and retail, DHL is decisively positioned as “The logistics company for the world”. DHL is part of Deutsche Post DHL Group.