Service Center Inbound In-charge

As the Service Center - Inbound In-charge, you play a crucial role in ensuring the timely, accurate, and profitable delivery of shipments to customers by effectively managing all inbound operations at the Service Center. Your key responsibilities include: Operational: - Ensuring adherence to operational workflows and standard operating procedures (SOPs) for service center inbound operations. - Monitoring the daily in scan and out scan of shipments and related paperwork. - Planning delivery schedules based on daily loads at the service centers. - Conducting daily staff briefings and communicating operational changes. - Ensuring safe, timely, and profitable delivery of shipments while reducing instances of undelivered shipments and RTOs. - Handling exception cases at the service center and coordinating with relevant teams for resolution. - Monitoring and following up on exceptions from the previous day. - Reporting any damaged shipments to the origin and handling security exceptions. - Conducting audits of deliveries and status updates to ensure information accuracy. - Monitoring expenses, vehicle log checks, and fuel conveyance reimbursements. - Managing OTM machines for deliveries and COD cash collection. - Monitoring staff performance and conducting necessary trainings. - Ensuring adequate staffing and maintaining relevant MIS. People: - Providing direction, guidance, and support to employees for effective discharge of duties. Key Result Areas and Key Performance Indicators: 1. Drive service quality and excellence: - Delivery performance of inbound DP within 4 hours of load arrival. - Percentages of undelivered shipments and Return to origin (RTOs). - Adherence to SOPs and achievement of target NPS scores. - COD cash tally accuracy. 2. Drive Operations Process Efficiency and capability: - Increase in operational productivity and shipments per full-time employee. - Net stops per full-time employee. 3. Ensure Performance Driven Culture: - Adherence to Performance Management system guidelines. 4. Drive employee morale and engagement: - PDA attrition rate management. In this role, your focus on operational efficiency, staff management, and customer service will be instrumental in achieving service center goals and ensuring customer satisfaction.,