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Operations Executive (JRT)
DHL Group
Chekonidhara
Full-Time
0-3 Years experience
Description
Descripción y requisitos
1. Purpose
| Responsible for ensuring all mail communications/ reverts, customer call handling, regulatory clearance follow-up with origin and coordinating with operations teams for issues regarding priority deliveries, delays, exceptions, etc. at the Air Hub |
2. Key Responsibilities
| Responsibilities |
|---|
| * Handle all mail communications (with internal & external customers) at the Air Hub; Responsible for mail reverts and coordination with relevant departments (PUDs, warehouses, origin etc) for the same * Monitor exception cases at the Air Hub (e.g. unidentified shipments, undelivered shipments, SLAH, Regulatory hold cases etc.) and follow up with operations for corrective actions * Responsible for customer service support at the Air Hub to ensure provision of quality services to all Blue Dart customers (if applicable); Also coordinate with the Regional Customer Services Team as and when required * Track all shipments for the Air Hub and update operations teams in cases of delays, route changes or any other exceptions * Communicate with customers in cases of delays, undelivered shipments or regulatory hold shipments and ensure corrective action * Monitor gaps in regulatory compliance and provide support in resolving all regulatory issues, in conjunction with the Regulatory Team * Monitor transit time and Net Service Levels (NSL) and provide regular inputs to the senior management regarding the same * Track and ensure timely closure of all SHIELD (online security module) and CARESS cases related to the Air Hub * Support the Operations Team in its activities to ensure efficient and smooth conduct of activities at the Air Hub |
3. Key Result Areas and Key Performance Indicators
| S. No | Key Result Areas | Key Performance Indicators |
|---|---|---|
| 1. | Support service quality and excellence in the Air Hub | ·Timely updation of status (in scan, out scan, exceptions, pre-alerts etc) in the system (% compliance within TAT) |
| 2. | Efficient handling of exceptions in the Air Hub | ·% exception cases resolved within defined TAT |
| ·Number of cases of priority shipments and urgent shipments not delivered | ||
| 3. | Support in regulatory compliance cases | ·Number of unresolved cases (beyond a defined threshold) of regulatory non-compliance requiring any customer documents to be procured |
| 4. | Ensure customer satisfaction | ·Adherence to overall customer service SOPs in the Hub in terms of defined TATs and timelines |
| 5. | Ensure Performance Driven Culture | ·Adherence to Performance Management system timelines and guidelines |
About DHL Group
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