- Proactively improve satisfaction levels of previously dissatisfied customers.
- Efficiently and professionally manage customer complaints ensuring timely resolution.
- Monitor and ensure closure of complaints within defined SLAs.
- Performance & Compliance
- Ensure 100% on-time pickups and deliveries by optimizing route planning and execution.
- Prepare and review delivery TAT reports to track delays from pickup to delivery completion.
- Enhance delivery norms especially for high-value shipments to improve stack integrity and minimize damages.
- Regularly assess operations to reduce delivery rejections or returns due to process or packaging deficiencies.
- Operational Optimization
- Benchmark resource deployment and cost efficiency against industry standards.
- Maximize asset utilization through effective LCV and manpower planning.
- Maintain zero process deviations across all logistics nodes.
- People and Role Alignment
- Clarify and define responsibilities for each team member to ensure role clarity.
- Promote a results-driven culture by aligning daily operations with organizational goals.
- Conduct weekly team meetings to monitor KPIs, resolve challenges, and track employee performance.
- Strategic Alignment & Reporting
- Ensure operations are aligned with the companys strategic goals and SLAs.
- Improve regulatory compliance and risk management practices.
- Deliver accurate and timely MIS reports, highlighting deviations, corrective actions, and trends.
Core Responsibilities:
- Daily Pickup & Delivery Execution
- Plan and execute daily vehicle movement and route scheduling to ensure on-time pickups and deliveries per SLA.
- Operations Monitoring (Inbound & Outbound)
- Track and report daily operational performance; coordinate closely with DC and field teams for smooth processing.
- MIS & Reporting
- Collect and validate daily operational reports and escalate anomalies to management.
- Inventory Oversight
- Maintain zero pending loads; all inward shipments must be dispatched as per cutoff timelines.
- Ensure strict adherence to shipment routing SOPs.
- Team Coordination & Goal Setting
- Clearly define responsibilities for team members and align efforts to business objectives.
- Foster accountability and keep the team focused on operational results, not just activities.
📌 Associate Lead (India)
🏢 Desirous Global Consulting
📍 India
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