Role Name: In Centre CS Operations

Location: Bhiwandi

Address: Bhiwandi_Lonad_L (Maharashtra) - Delhivery Lonad GateWay, 74MR+HWF, DBG Estate, Bapgaon Sonale Road-Village-Bapgaon, Post, Taluka, opp. MSEB Substation, Lonad, Bhiwandi, Maharashtra 421302

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 explicit 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.

📌 CS Operations - Associate - Bhiwandi
🏢 Delhivery
📍 Bhiwandi