Job Title

Senior Executive – Tracking

Function

Customer Service

Reporting to

Team Lead – Tracking

1. Purpose

Responsible for executing activities of tracking customer shipments and handling exceptional cases

2. Key Responsibilities

Responsibilities

Conduct tracking of shipments of customers’ (other than national & regional key accounts) shipments as per the defined standard operating procedures (SOPs) Identify cases of late delivery, non delivery, return to origin and related exceptions and follow up actively for closure as per the defined procedures; prepare and send updates to the Team Lead Identify instances of held back shipments and conduct clearances within stipulated timelines; prepare updates on held backs and send to the Team LeadObtain customer claim requests / escalations from contact center for delivery of shipments and conduct requisite action for closure as per the defined procedures Conduct direct handling of specific customer complaints and ensure frequent follow ups for resolution of the pending issuesTrack the delivery performance of shipments by monitoring and updating TATs for delivery; prepare reports on TATs achieved on a regular basisResponsible for handling customer claim requests as per company policy and proceduresResponsible for handling calls professionally within the stipulated timelines

3. Key Result Areas and Key Performance Indicators

S.No

Key Result Areas

Key Performance Indicators

1.

Ensure satisfaction of customers

·    Customer Feedback Scores (NPS scores) for the assigned customers

2.

Ensure efficient tracking and monitoring of shipments in the region

·    Domestic critical cases within defined threshold levels

·    % closure of Gema traces closed within defined timelines

·    % Call back commitment being met

·    Clearance of held back cases within TAT (number of deviations found)

3.

Resolution of customer complaints

% Adherence to defined service quality parameters for Complaints handling (Domestic and International)Claims settlement

4.

Tracking performance parameters for delivery

·    Timely preparation of reports on TATs achieved in delivery of shipments in the region

5.

Ensure Performance Driven Culture

·    Adherence to Performance Management system timelines and guidelines