Job Description
Key Responsibilities
1. Escalation Management & CCF Handling
• Own the end-to-end lifecycle of customer and internal escalations, ensuring timely resolution with minimal impact on customer experience.
• Lead cross-functional escalation handling by coordinating closely with hubs, last-mile, control tower, and relevant support teams.
• Ensure timely closure of CCFs, with high standards of accuracy in tagging, root cause identification, and quality of remarks.
• Close damage-related cases within defined SLAs
. • Manage and track Document Missing” cases through resolution, focusing on reducing repeat occurrences.
2. Shipment Lifecycle Intervention & Exception Monitoring (B2B & B2C)
• Track forward shipment dispatch performance across B2B and B2C networks. • Monitor return shipment ageing and proactively engage with operations to reduce delays and clear backlogs.
• Identify and resolve orphan shipments (unassigned, misrouted, or delayed) through early system intervention and field coordination.
• Monitor AVTD (Available to Dispatch) shipments delayed beyond 24 hours, identify bottlenecks, and trigger appropriate operational or CS escalations.
• Actively intervene at critical shipment lifecycle stages to prevent customer-impacting failures.
3. Appointment & Slotted Delivery Fulfillment
• Oversee execution of appointment-based and slotted deliveries, ensuring alignment between shipper requirements, customer availability, and delivery partner readiness.
• Ensure 100% pre-dispatch validation of documents for appointment-based shipments to prevent downstream delivery failures.
• Handle exceptions such as reschedules, missed slots, delivery refusals, or documentation gaps by coordinating with CS, KAMs, and last-mile teams.
4. Process & Compliance Ownership
• Validate and audit all KAM-facing communication and escalation-related documentation for accuracy, completeness, and professional tone.
• Ensure Purchase Orders (POs) are accurately updated for all Q-Com shipments.
• Resolve short and partial shipment cases in coordination with Operations and Security teams.
• Ensure adherence to defined SOPs while identifying gaps in existing processes and highlighting compliance risks.
5. Operational Excellence & Continuous Improvement
• Identify recurring failure patterns across dispatch, delivery, documentation, and customer experience through regular data deep dives.
• Lead or support root cause analysis for chronic issues impacting service levels and customer satisfaction.
• Contribute to the development and enhancement of dashboards, tracking tools, and performance management frameworks for escalation and exception handling.