EVM India
Website:
evmzone.com
Job details:
1. Customer Communication & Service
WhatsApp & Telephonic Support
- Manage all customer interactions on WhatsApp and calls with timely, clear, and professional responses.
- Provide accurate information and maintain a calm, courteous tone.
- Take ownership of conversations until closure.
Email Communication
- Respond to customer emails promptly with crisp, solution-oriented communication.
- Follow up on pending cases and ensure they close within defined TAT.
- Maintain consistent, professional documentation in CRM.
End-to-End Case Resolution
- Own customer issues from first contact to final closure.
- Document all interactions in CRM with accuracy.
- Track patterns and escalate recurring issues proactively.
Customer Feedback & Insights
- Collect feedback across channels (email, calls, WhatsApp).
- Identify trends, gaps, and opportunities for improvement.
- Share insights with internal teams to enhance customer experience.
Crisis & Escalation Management
- Handle escalated issues with urgency and tact.
- Implement corrective actions to prevent repeat escalations.
- Maintain customer trust through transparent communication.
2. Courier & Logistics Management
Dispatch & Shipment Coordination
- Coordinate with courier partners for timely pickups and deliveries.
- Manage allocation of outbound shipments (GT, LFR, E-com Aggregators, RMA, B2B).
- Prepare and maintain the Courier Allocation Plan.
SLA, TAT & Performance Monitoring
- Track courier TAT, SLA, delivery performance, and failures.
- Identify service gaps and initiate onboarding of new courier partners when needed.
- Optimize courier allocation for cost-effective and reliable deliveries.
FTL/PTL/Local Movements
- Manage Porter, FTL, PTL movements across the company.
- Ensure cost-optimized transport without compromising timelines.
- Maintain vendor coordination for smooth execution.
Shipment Risk & Claims Management
- Handle lost, damaged, and theft cases with courier or insurance teams.
- Drive claims to final closure with complete documentation.
- Implement preventive measures to reduce repeat cases.
Record & Documentation Management
- Maintain accurate, audit-ready records of all outbound shipments.
- Track AWBs, returns, discrepancies, RTO patterns, and courier performance.
3. Courier Billing, Payments & Reconciliation
- Verify courier invoices against rate cards, highlighting discrepancies instantly.
- Approve or hold payments based on validation.
- Coordinate with Accounts for timely payment processing.
- Maintain logs and provide monthly courier cost analysis.
4. Internal Coordination & Cross-Functional Interaction
- Work closely with technical, warehouse, sales, and CRM teams to ensure quick resolution of issues.
- Enable smooth inter-department communication for end-to-end closures.
- Update all stakeholders with real-time status where required.
5. Training, Leadership & Team Development
- Mentor junior team members on communication, shipment processes, and CRM hygiene.
- Share internal best practices and help develop SOPs.
- Support onboarding for new team members with hands-on guidance.
6. Process Improvement & Automation
- Identify repetitive tasks and recommend automation (tracking sheets, dashboards, courier allocation logic).
- Maintain dashboards for courier performance, cost, TAT/SLA metrics.
Cost Optimization Initiatives
- Review monthly logistics cost trends and identify saving opportunities.
- Optimize zone-wise courier allocation to minimize burn.
- Benchmark courier rates and drive renegotiation if required.
Data-Driven MIS & Reporting
- Publish weekly MIS on shipments, delays, courier performance, returns, and claims.
- Provide actionable insights to management for continuous improvement.
Compliance & SOP Adherence
- Ensure all shipments follow internal SOPs, packaging standards, and documentation requirements.
- Maintain compliance across insurance, RMA, and warranty movement policies.
Click on Apply to know more.