1. Ensure proper training on process and system to backend team.
2. Drive optimum productivity with measurable reports of backend team.
3. Ensure end-to-end tracking of shipments which are stuck in-transit, DC, Hub and PPC PAN India.
4. Ensure cross functional coordination to achieve timely system closure as per the timeline defined by the management
5. Handling Key Customers Snapdeal and maximize Customer Satisfaction through continuous improvement in Customer Care Processes and systems based on their feedback analysis.
6. Monitor and Ensure increase in delivery strike rate of Snapdeal and reduce customer complain/escalation and RTO%age.
7. Closure for all shipments in ECOM system & network and provide support on NF (not live) and POD (proof of delivery) cases.
8. Monthly review with Key Customer Snapdeal on our Service Standard and related improvements.
9. Share timely and accurate monthly MIS reports with the Senior Management Team and Reporting Manager - region wise and customer wise.
10. Monitor and provide periodic feedback and counseling to reporting team for continuous improvement for their functional efficiency.
11. Accountable for team members performance/productivity and attrition and drive them towards measurable improvements.
candidate mandatory from logistics/Ecommerce
team handling experience is must
Job location - Regional office - Andheri - Marol
Required Candidate profile
8-12 Years in Client Servicing/ Customer Facing function of a reputed logistics
Skills, experience & knowledge of modern business methods and controls in logistics industry.
Experience in managing customer experience
Proven ability in team management
Tolerance for stress.
Good knowledge of logistics / E- commerce industry and operational processes and systems.
Proven ability in business development and customer service
MS Excel/ MS PPT
candidate should be from Logistics/Ecommerce only
team handling experience is mandatory
job location - Regional office - Andheri- Marol
Salary: INR 5,00,000 - 10,00,000 PA.
Industry: Courier / Transportation / Freight / Warehousing
Functional Area: ITES, BPO, KPO, LPO, Customer Service, Operations
Role Category: Back Office/Web/Transaction Processing
Role: Assistant Manager/Manager-(NonTechnical)
Employment Type: Full Time, Permanent