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DHL Supply Chain
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Executive - Customer Service

Executive - Customer Service

DHL Supply Chain

4 - 9 years

2 - 11 Lacs

Hyderabad

Posted:2 hours ago| Platform:

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Skills Required

Standard operating procedures UPS Customer complaints Customer Service Executive Monitoring

Work Mode

Work from Office

Job Type

Full Time

Job Description

1. Purpose

2. KeyResponsibilities

Responsibilities

Conduc t tr a ckin g o f shi p men t s o f cu s t omer s ( o t he r t ha n n a t iona l & reg iona l k ey accoun t s ) shi p men ts a s 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 Lead

Obtain 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 issues

Track the delivery performance of shipments by monitoring and updating TATs for delivery; prepare reports on TATs achieved on a regular basis

Responsible for handling customer claim requests as per company policy and procedures Responsible for handling calls professionally within the stipulated timelines

3. KeyResultAreasandKeyPerformanceIndicators

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Executive - Customer Service