Manager - Customer Service - Backend - Logistics

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POSITION:

Manager-Customer Service (Backend)

JOB PURPOSE: Responsible for managing key accounts, maintaining a long term relationship with accounts and maximizing sales opportunities within Clients.

MAJOR KEY RESULT AREAS:

1. Ensure proper training on process and system to backend team.

2. Drive optimum productivity with measurable reports of backend team.

3. Ensure end-to-end tracking of shipments which are stuck in-transit, DC, Hub and PPC PAN India.

4. Ensure cross functional coordination to achieve timely system closure as per the timeline defined by the management

5. Handling Key Customers - Snapdeal and maximize Customer Satisfaction through continuous improvement in Customer Care Processes and systems based on their feedback analysis.

6. Monitor and Ensure increase in delivery strike rate of Snapdeal and reduce customer complain/escalation and RTO%age.

7. Closure for all shipments in ECOM system & network and provide support on NF (not live) and POD (proof of delivery) cases.

8. Monthly review with Key Customer Snapdeal on our Service Standard and related improvements.

9. Share timely and accurate monthly MIS reports with the Senior Management Team and Reporting Manager - region wise and customer wise.

10. Monitor and provide periodic feedback and counseling to reporting team for continuous improvement for their functional efficiency.

11. Accountable for team member's performance/productivity and attrition and drive them towards measurable improvements.

ESSENTIAL/LIKELY EXPERIENCE

Essential

- 8-12 Years in Client Servicing/ Customer Facing function of a reputed logistics

Preferred

- Skills, experience & knowledge of modern business methods and controls in logistics industry.

- Experience in managing customer experience

- Proven ability in team management

- Tolerance for stress.