We are looking for a proactive and detail-oriented Client Service Associate to manage B2C shipment operations, monitor delivery performance, handle Non-Delivery Reports (NDR), manage shipment ageing, and coordinate with courier partners to ensure timely deliveries and effective client communication.
Key Responsibilities:
1. Delivery Performance Management
• Monitor daily shipment delivery performance, delivery TAT, and SLA adherence.
• Coordinate with courier partners to resolve delivery delays and improve delivery success rates.
• Track undelivered and delayed shipments and ensure timely action.
2. NDR Management
• Monitor and manage NDR shipments by coordinating with courier partners and clients.
• Ensure timely follow-ups on delivery failures, customer unavailability, incorrect addresses, and other delivery exceptions.
• Track reattempts and ensure appropriate action is taken to minimize RTO (Return to Origin).
3.
Shipment Ageing Management
• Track shipment ageing and identify shipments pending beyond the expected delivery timeline.
• Follow up with courier partners for shipment status updates and resolution.
• Ensure timely escalation of long-pending shipments to minimize delivery delays.
4. Escalation Management
• Handle shipment-related escalations from clients and internal teams.
• Coordinate with courier partners and relevant stakeholders to resolve issues within defined timelines.
• Maintain escalation records and ensure proper closure with timely updates.
5. MIS & Reporting
• Prepare and maintain daily, weekly, and monthly MIS reports.
• Track key metrics, including delivery performance, NDR, RTO, shipment ageing, and pending escalations.
• Analyze operational data and highlight performance gaps and recurring issues.