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 | ||||
| Internal: Operations team - corporate and at branch level External: Clients & Vendors | ||||
Key Performance Indicators (KPI) | |||||
On time Delivery |
| ||||
Email response rate |
| ||||
Average time to resolve problem |
| ||||
Customer rating of service |
| ||||
Volume of calls handled |
| ||||
Customer attrition rate |
| ||||
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 |