
Position: Assistant Manager
Qualification: Graduate/PG
Job Location: Mumbai (Bhiwandi - Padgha)
Ensure that the Key customers and other customers SLAs are met always and achieve 100% service level MOM.
Ensure from Pickups to connectivity , hub arrival, OFD to till the shipments get delivered are monitored and updated to customers.
Any delay in reaching the shipments to customers are proactively intimated on a mail to customers.
For any incident, the incident reports are sent with in 45 minutes of the incidents to customers.
Ensure that the daily MIS are sent twice / once as set to customers without fail.
Ensure that the Monthly MIS are generated and reviewed with the customers.
Any special shipments are followed deeply and update the status to customers timely.
And any escalations to be brought to the next level and to the HOD to take an appropriate action.
Ensuring that the Cods are collected timely and updated the customers the status daily.
Maintaining cordial relations with customers to sustain of the profitability in the business
Managing customer centric operations & ensuring customer satisfaction by achieving service quality norms according to SOP
Building & maintaining healthy business relations with major clients, ensuring maximum customer satisfaction by achieving delivery & quality norm, and ensuring retention of business
Ensure that the CAPA for required are prepared and submitted with in a day maximum.
Have a track of escalations, vendor performances and damage related issues and discuss on the review with HOD and with the customers the customer review.
Customer wise performances and vendor wise performances are generated and shared to HODs.
Ensure to make follow up with customer for collection of overdue payments
Ensure that the downline people are using the software + mobile app in updating the delivery status on a real time basis at all time.
Ensure that the by customer SLAs are maintained by the down line always, especially for the COLD chain shipments.