Job Title

Accountabilities Key activities Overall goals / Typical measures Customer - business roles: External Ensure smooth operations and service delivery to internal and external customers for respective work stream Customer satisfaction and smooth service delivery Stakeholder - business roles: Internal - functional roles: External - Day to day responsibility towards track & trace work stream - Responsible for tracking of delivery based on the TAT between DHL & Transporters / Customer - Responsible for getting POD scan copy from Transporters -  Recommend solutions and suggestions for improved performance based on internal and external customer feedback - End to end ownership of the work stream ensuring smooth operations without any backlog unless DHL non controllable. - Work towards customer satisfaction ensuring no customer complaints - Handling overall Calls and Email management for track & trace - Manage peak volume / smooth month end activities and adhere to month end requirements - Responsible for complying with all Security & compliance Policies of the organisation Achieving KPIs Process controls - Process - Adherence to Operations SOP, exception process and set guidelines - Ensure data Backup management as per the set guidelines - Effective operations management within set guidelines for operational control - People Management - Handholding new members where needed - Act as buddy and support new team members Skills / Qualifications Key capabilities - Strong Communication and Analytical Skills, with excellent knowledge of MS office & MS Excel - Familiarity with at least one TMS / ERP will be an advantage - Deep understanding of Transport Ops & Customer service operations - Flexible in working for various shift basis on requirement