Management Trainee - Customer Care

Job Description

Key Responsibilities: 1.Shipment Monitoring: Track all PTL shipments from pickup to delivery. Use TMS (Transport Management System) and GPS tools to monitor vehicle movement. 2.Exception Management: Identify delays, route deviations, or delivery issues. Quickly escalate and resolve problems by coordinating with transport partners, hubs, or drivers. 3.Data Analysis & Reporting: Generate and share performance dashboards (e.g., OTIF - On Time In Full). Analyze delays, root causes, and suggest process improvements. 4.Coordination: Act as a link between operations, warehousing, customer service, and transport vendors. Provide proactive updates to clients on delays or changes. 5. Compliance & SLA Monitoring: Ensure compliance with agreed service levels and operational KPIs. 6.Customer Communication: Handle inbound and outbound calls/emails from clients regarding shipment status, queries, complaints, or requests. 7.Issue Resolution: Log complaints or service issues (delays, damage, misrouting). 8.Shipment Updates: Proactively inform customers about pickup, transit, and delivery status. Share PODs (Proof of Delivery), invoices, or documents as needed. 9.Relationship Management: Build rapport with clients to ensure loyalty and long-term business. Gather feedback and support retention initiatives. 10.Data Entry & Documentation: Maintain accurate records of customer interactions. Ensure correct entry of shipment and billing details if needed.