Executive Operations

As an Operations and Customer Support Associate at Blue Dart, your role involves ensuring the smooth flow of activities and delivery of quality service to customers at the PUD/DC. Your responsibilities include: - Handling all mail communications with internal & external customers at the PUD/DC. This includes managing mail reverts and coordinating with relevant departments such as Hubs, warehouses, and origin for effective communication. - Providing customer service support at the PUD/DC to deliver high-quality services to all Blue Dart customers. You will also coordinate with the Regional Customer Services Team to resolve any customer issues promptly. - Effectively managing customer complaints in cases of escalations, late deliveries, and claims to ensure customer satisfaction. - Monitoring service failures based on Blue Dart performance standards and ensuring service recovery through relevant teams as per the process. - Tracking all shipments at the PUD/DC, updating operations teams about delays, route changes, and any alternate instructions. - Monitoring exception cases at the PUD/DC such as unidentified shipments, undelivered shipments, regulatory hold cases, and RTO cases. You will follow up with operations teams for corrective actions. - Communicating with customers about delays, undelivered shipments, or regulatory hold shipments and ensuring necessary corrective actions are taken. - Tracking and monitoring urgent delivery notifications, coordinating with operations teams to prioritize shipments for timely delivery of urgent shipments. - Monitoring gaps in regulatory compliance regarding paperwork, octroi collection, etc., and providing support in resolving regulatory issues in collaboration with the Regulatory Team. - Tracking transit time and Net Service Levels (NSL) and providing regular updates to senior management. - Ensuring timely closure of all SHIELD (online security module) and CARESS cases related to the PUD/DC. - Supporting the Operations Team to ensure efficient and smooth conduct of activities at the PUD/DC. Your performance will be measured based on the following Key Result Areas and Key Performance Indicators: - Timely updation of status (in scan, out scan, exceptions, pre-alerts, etc.) in the system (% compliance within TAT) to support service quality and excellence in the PUD/DC. - Efficient handling of exceptions in the PUD/DC, with a focus on resolving % of exception cases within defined TAT and minimizing the number of priority and urgent shipments not delivered. - Support in regulatory compliance cases by resolving the number of unresolved cases beyond a defined threshold of regulatory non-compliance requiring customer documents. - Ensuring customer satisfaction by adhering to overall customer service SOPs in the Hub in terms of defined TATs and timelines. - Adherence to Performance Management system timelines and guidelines to foster a Performance Driven Culture. Your role is crucial in maintaining operational efficiency and delivering exceptional customer service at Blue Dart.,