Senior Operations Executive (control Tower)
DHL
Job Title
Responsible for proactive tracking of DP / Trinity shipments. Also responsible for handling all escalation cases including late deliveries, claims, damaged shipments, lost shipments etc.
Key Responsibilities
Drive proactive tracking of DP / Trinity 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
Facilitate the branch tracker for any tracking related issues
Coordinate and consult with HO Tracker for escalation or any special cases
Key Result Areas and Key Performance Indicators
Ensure Customer Satisfaction for DP / Trinity
·Ensure the net service levels are met as per targets
·% Call back commitment being met
·% undelivered shipments
·Clearance of held back cases within TAT (number of deviations found)
Ensure Effective Customer Complaint Handling in the region
% Adherence to defined TATs for Complaints resolution
Claims settlement
Ensure Performance Driven Culture
·Adherence to Performance Management system timelines and guidelines
Drive employee morale and engagement
·Employee Attrition (%) in the Region