Client service - InCenter - Sonipat

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.