Purpose:
Responsible for proactive tracking of E-Retail customer shipments. Also responsible for handling all
escalation cases including late deliveries, claims, damaged shipments, lost shipments etc.
Your Superpowers
- Drive proactive tracking of E-Retail shipments for all customers drive timely deliveries to such
customers
- Ensure regular follow up for all the undelivered cases in the track and close them as per set
rules and procedures
- Ensure clearance of held back cases within the stipulated timelines
- Ensure appropriate handling of all escalation cases forwarded from the contact center
- Ensure handling of all customer claim requests as per company policy and procedures
- Conduct regular monitoring of TAT, RTO, Delivery Strike Rate, Shield Cases etc.
- Track Net Service Levels (NSLs) to identify areas where customer satisfaction levels are not
being met and initiate remedial actions, if required
- Plan for resource requirements for future growth and ensure availability of the same through
discussions with the Management
- Provide guidance and support to employees to help them discharge their duties effectively
- Ensure employee motivation, morale and engagement in the team
Ensure Training and development of subordinates to develop the team’s capabilities and high
performance culture
Reporting structure
This role will report to E-Retail Quality & Infrastructure Manager
About the Employer
Blue Dart Express Ltd., South Asia's premier express air and integrated transportation & distribution
company, offers secure and reliable delivery of consignments to over 35,000 locations in India.
As part of Deutsche Post DHL Group’s DHL eCommerce Solutions division, Blue Dart accesses the
largest and most comprehensive express and logistics network worldwide, covering over 220 countries
and territories, and offers an entire spectrum of distribution services including air express, freight
forwarding, supply chain solutions, customs clearance etc.
