In Centre CS - Multiple Locations

Please find the Key Responsibilities:

1. Escalation Management & CCF Handling

• Own the lifecycle of

  customer and internal escalations

  , ensuring swift resolution and minimal impact to customer satisfaction.
• Lead

  cross-functional escalation handling

  by closely coordinating with hubs, last-mile, and control tower teams.
• Ensure

  timely closure of CCFs

  , with particular attention to the

  accuracy of tagging, root cause recording, and quality of remarks.

• Close damage cases

  within a defined SLA
• Manage and track

  "Document Missing"

  cases to resolution and closure, minimizing repeat occurrences.

2. Shipment Lifecycle Intervention & Exception Monitoring

• Track

  forward shipment dispatch performance

• Monitor

  return shipment ageing

  , actively engaging with operations to reduce delays and clear backlogs.
• Ensure

  orphan shipments

  (unassigned, misrouted, or delayed) are identified early and resolved promptly through system clean-up and field intervention.
• Monitor

  AVTD (Available to Dispatch) shipments delayed beyond 24 hours

  , identify bottlenecks, and trigger appropriate operational or CS escalations.

3. Appointment & Slotted Delivery Fulfillment

• Oversee execution of

  appointment-based and slotted deliveries

  , ensuring alignment between shipper expectations, customer availability, and delivery partner readiness.
• Handle exceptions like reschedules, missed slots, or delivery refusal by coordinating with CS and Last-Mile teams.
  

4. Process & Compliance Ownership

• Validate and audit all KAM-facing communication and documentation related to escalations and CCFs for accuracy and professional tone.
  
• Drive

  Quality POD (Proof of Delivery) upload compliance

  , and investigate all stampless PODs or non-compliant uploads.
• Resolve

  short and partial shipments

  in coordination with Ops/Security teams

5. Operational Excellence & Continuous Improvement

• Identify recurring failure patterns in dispatch, delivery, documentation, and CX through regular deep dives.
  
• Lead or support root cause analysis initiatives for chronic issues affecting delivery experience.
  
• Contribute to the design of dashboards, tracking tools, and performance management frameworks for escalation and exception processes.
  

Key Metrics (KPI):

• Escalation TAT adherence (internal and external)
  
• % Forward Dispatch within CPD (>95%)
  
• Damage resolution within SLA (4 hours)
  
• Ageing metrics for Returns, Orphans, and AVTD >24 Hrs
  
• POD upload quality and compliance
  
• Accuracy of CCF validation and remarks
  
• Resolution of partial/short/stampless POD shipments
  

Key Competencies:

• Strong stakeholder management and conflict resolution skills
  
• Deep understanding of shipment flows, NDRs (non-delivery reports), and customer escalation cycles
  
• Ability to drive accountability across teams with minimal supervision
  
• Process-oriented mindset with sharp attention to detail
  
• Capability to manage high-volume, high-pressure exception queues with speed and accuracy