About Us Head Office, Mumbai, Maharashtra, India
The role of Associate, Customer Service is based at the Head Office, Mumbai and it carries certain important responsibilities in the Control Tower department. This role has been posted on September 28, 2024. This job is suited to people with 2-3 years of experience, especially in environments that require logistics, customer service and operation management. The role mainly aims to maintain efficient processes regarding tracking shipments, timely deliveries, handling exceptions, and managing customer inquiries.
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Key Responsibilities
1. Control Tower Activities:
As focused in an associate level in Control Tower, the main duty of the position is to oversee the timely delivery of shipments, acting on exceptions and tracking the shipment until it reaches the recipient. It is the responsibility of the Associates to track the shipments and provide the status to the customers. They are also expected to proactively avert any potential concerns that may relate to customer discontenting cases due to delays.
2. Proactive Problem-Solving:
One of the activities in the shipment execution cycle involves designing routes that account for potential causes of shipment delays and timing constraints. A part of the work of the associate is to ensure that these concerns are taken care of in the least possible time and that the shipment scheduled for delivery is made available as early as possible, especially for that which is way beyond the ETA.
3. Coordination with Multiple Stakeholders:
Both internal and external stakeholders Coordination explains how VAS associates exert pressure on all subsystems, in this case, logistics, customer service, and others, to finish work on time and deliver within the specified time windows. Hence communication becomes an important aspect when tasks are being performed and things are put in place for provision.
4. Data Analysis & Performance Management:
This must include the work of the associate, which includes great competencies in the legal reviewing of the laws, and within the country or outside the country, a lot of this information concerns data analysis that is used in the performance metrics and management information systems analysis. This captures those areas that need improvement in the procedure to avoid any delays or performance gaps going unnoticed, informing appropriate and timely actions being taken.
5. Resolving Queries:
This aspect of the work involves addressing or replying to customer questions, whether through email or on the telephone. Here the associate has to respond to these issues within specified time limits so that there are no lingering concerns that would negatively affect the customers.
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Importance of the Role
The Associate-Customer Service takes charge of the proper functioning of the supply chain, which is timely delivery of all shipments right from the customer order placement to delivery. By engaging a few teams and stakeholders, foreseeing and addressing possible issues, and having efficient exchanges of information, the associate achieves on time and smooth operations. Their ability to analyze performance and manage data contributes directly to improving logistics processes and overall customer satisfaction. This role is essential for driving success in a fast-paced logistics environment.
