Blue Dart
Website:
bluedart.com
Job details:
Responsible for ensuring timely pickup of shipments from the customers and connecting them onto the network as per the set cut offs
Responsibilities
Operational
- Ensure adherence to the operational workflows and standard operating procedures (SOPs) defined for service centre outbound operations.
- Monitor the daily in scan and out scan of shipments and related paperwork
- Conduct daily staff briefings, including communication regarding any operational changes, route changes etc
- Distribute pickups among the team and ensure timely pickups from regular customers as per the agreed cut-off times
- Reduce nil pickup wastages among regular pickup clients through feedbacks, visits to clients, telephonic interaction & overall monitoring of staff wise productivity
- Ensure correctness of cash sale bookings in terms of pick up address, pickup times etc; Report pickup exceptions to Customer Service /Sales as feedback
- Ensure timely and correct data capture for all pickups
- Ensure timely deposit of the cash sales amount collected to accounts
- Ensure timely connection of outbound loads onto hubs /warehouse to enable delivery commitments
- Monitor and review operations processes on sorting and bagging of shipments
- Monitor expenses by way of adherence to vehicle log checks daily and ensure timely reimbursement of fuel conveyance expenses to staff
- Audit of AWBs (Air Way Bills) to detect AWB filling errors and data entry errors for improvement
- Monitor Net Service Levels and take corrective actions, if any
- Support sales in bills distribution & collections
- Ensure safe handling of all shipments at the service center; Handle security exceptions in the service center along with the security team
- Monitor performance of staff in the Service Centre and ensure conduct of trainings for regular staff, PDAs, etc. in line with the training programmes designed centrally
- Ensure adequate manning in terms for full-time employees, PDAs etc
- Generate and maintain MIS related to the service center
People
- Provide direction, guidance and support to employees to help them discharge their duties effectively
- Key Result Areas and Key Performance Indicators
S. No
Key Result Areas
Key Performance Indicators
Drive service quality and excellence
- % Adherence to committed pick-up timings:
- Regular pickups
- Cash pickups)
- Timely connectivity of outbound loads to the Hub (% compliance)
- Ensure accuracy in data capture (% compliance)
- Achievement of target NPS Scores for the service center
- % increase in operational productivity in the service center
- Adherence to Performance Management system timelines and guidelines
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