Job Title

Job Description- PurposeResponsible 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 ground hub- Key ResponsibilitiesResponsibilities- Handle all mail communications (with internal & external customers) at the Ground Hub; Responsible for mail reverts and coordination with relevant departments (PUDs, warehouses, origin etc) for the same- Monitor exception cases at the Ground 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 Ground 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 Ground 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 Ground Hub- Support the Operations Team in its activities to ensure efficient and smooth conduct of activities at the Ground Hub- Key Result Areas and Key Performance IndicatorsS. NoKey Result AreasKey Performance IndicatorsSupport service quality and excellence in the Ground Hub- Timely updation of status (in scan, out scan, exceptions, pre-alerts etc) in the system (% compliance within TAT)Efficient handling of exceptions in the Hub- % exception cases resolved within defined TAT- Number of cases of priority shipments and urgent shipments not deliveredSupport in regulatory compliance cases- Number of unresolved cases (beyond a defined threshold) of regulatory non-compliance requiring any customer documents to be procuredEnsure customer satisfaction- Adherence to overall customer service SOPs in the Hub in terms of defined TATs and timelinesEnsure Performance Driven Culture- Adherence to Performance Management system timelines and guidelines