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

S. No

Key Result Areas

Key Performance Indicators

1.

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

2.

Drive Operations Process Efficiency and capability

• % increase in operational productivity in the service center
  • AWBs/ outbound FTE

3.

Ensure Performance Driven Culture

• Adherence to Performance Management system timelines and guidelines