Manager - Customer Service Operations

About Delhivery

Delhivery is a leading supply chain enterprise in India, offering comprehensive logistics services such as express parcel transit, freight solutions (LTL and FTL), reverse logistics, cross-border shipping, B2B and B2C warehousing, and advanced technology services. The organization aims to become the backbone for commerce operations across India by combining premium infrastructure, superior logistics, and innovative technology development.

Job Overview and Location

The role is based at the Delhivery Lonad Gateway in Bhiwandi, Maharashtra (address: 74MR+HWF, DBG Estate, Bapgaon Sonale Road-Village-Bapgaon, Post, Taluka, opposite MSEB Substation, Lonad, Bhiwandi, Maharashtra 421302).

Key Responsibilities

• Track and handle escalation tickets ensuring at least 90% resolution within two days.
• Enhance complaint validation processes to lower the frequency of invalid or fake customer complaints.
• Manage shipment aging diligently with the goal of clearing 80% of shipments within two days, 90% within three days, and eliminating any delayed shipments surpassing ten days.
• Ensure meticulous adherence to pre-dispatch appointment schedules with a target compliance rate of 98%, supported by full documentation.
• Achieve complete closure of missing document issues within a 24-hour timeframe following identification.
• Drive down the volume of open cases unrelated to customer complaint forms by 30% at the center level.
• Exhibit readiness to travel and supervise other centers during peak stress or promotional periods.

Candidate Profile and Requirements

• Demonstrated experience in operations, logistics, or client service roles emphasizing process enhancements and customer satisfaction.
• Strong analytical abilities to interpret performance data and uncover improvement opportunities.
• Excellent communication and interpersonal skills allowing effective collaboration with various internal departments and external customers.
• A proactive attitude coupled with problem-solving skills and high attention to detail.
• Capability to juggle multiple priorities efficiently in fast-moving environments.
• Competency in utilizing software tools pertinent to tracking and reporting operations data.

Eligibility and Education

Applicants must be graduates from any discipline.