| Purpose | |||||
| The purpose of CRM is to handle customer interaction. They are also liable for collection from the clients within stipulated time. | |||||
| Grade | E- II | Reports to | Manager | ||
| Key Responsibilities | |||||
| · MIS Preparation. · Daily Pickup and Delivery Monitoring · POD Tracking. · Customer Account Management. · Customer Retention. · Account wise route analysis · Create daily activity report and mail across to respective RPO · Stake Holder Management · Responsible to maintain company Assets. · Responsible to maintain the company integrity at all times | |||||
| Span of Control | Key Interfaces | ||||
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| Internal: Operations team - corporate and at branch level External: Clients & Vendors | ||||
| Key Performance Indicators (KPI) | |||||
| On time Delivery |
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| Email response rate |
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| Average time to resolve problem |
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| Customer rating of service |
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| Volume of calls handled |
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| Customer attrition rate |
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| Essential Competency | |||||
| Knowledge | Skills | Attitude |
| Should have knowledge about Logistic Industry | Communication Skill, MS Office, Telephone Antiquates | Customer Orientation, timely approach to resolve customer query |
| Essential Qualification & Experience | |
| Qualification | Min Graduation in any Discipline |
| Experience | 2-3 Years’ Experience in Customer Service |