Lead Customer Experience
Flipkart
Total years of experience :12 years, 4 Months
Induction Training to Field Executives and on Roll staff
• OJT to field Executives and on roll staff
• Training to 45 on Roll employees and 385 Off roll Employees.
• Monitor and ensure the completion of LMS course for both on roll and off roll
employees
• Monthly evaluation of employees knowledge on process by knowledge
assessment
• Prepare monthly focus area of development and key areas of improvement
• Maintains Grooming and Hygiene Standards In assigned Delivery Hub
• Process update Training to Team Leaders and Hub In charges
• Download New Process to Team Leaders, Hub In charge and Field Executives
• Roster plan to 25 Hubs and visit all those hubs within 2 months once
• Deep analysis on Customer Experience metrics and ensure Customer Experience
is Green in all my cluster hubs.
• Conducting career development program FCAT and followed by classroom and
OJT session to off role employees and onroll employees.
• Maintain Less Accident Zone and Road Safety Adherence to Field Executive.
• On Field Audit with Field Executives and ensure SOP is followed
• Process Audit and impact of non adherence report prepared to analyse training
Gap.
• Ensure Delivery Van has all Documents like RC, Pollution Certificate and other
Requirements.
• Increasing Field Executive Productivity
• Increasing Good Feedback from customer and Increasing CSAT-(Customer
Satisfaction) Score and NPS Score of Assigned Delivery Hubs
• Ensure All manpower are undergone proper training and maximum scores in
knowledge assessment test on monthly basis.
Assigns work, provides direction to clerical staff and ensures that assigned
tasks are completed. Ensures effective and appropriate clerical staff coverage
• Evaluates, develops and recommends office procedures and practices to
Senior management.
• Ensures that approved office policies, practices and
Procedures are understood and followed.
• Collaborate with other departments to integrate logistics with business systems or
processes, such as customer sales, order management, accounting, or shipping.
Maintain metrics, reports, process documentation, customer service logs, or
training or safety records.
• Supervise the work of logistics specialists, planners, or schedulers.
• Direct inbound or outbound logistics operations, such as transportation or
warehouse activities, safety performance, or logistics quality management.
• Direct or coordinate comprehensive logistical or reverse logistical functions for
product life cycles, including acquisition, distribution, internal allocation,
delivery, recycling, reuse, or final disposal of resources.
• Negotiate with suppliers or customers to improve supply chain efficiency or
sustainability.
• Direct distribution center operation to ensure achievement of cost, productivity,
accuracy, or timeliness objectives.
• Negotiate transportation rates or services.
• Analyze the financial impact of proposed logistics changes, such as routing,
shipping modes, product volumes or mixes, or carriers.
Transportation planning and schedule.
• Handling equipment of company and rental.
• Inventory control of equipment’s.
• Arranging movement of goods and equipment in different sites.
• Monitoring and tracking of goods and equipment’s.
• Arranging proper utilization of goods in cost effective way.
• Maintains the Tender procedure and follows for equipment’s.
• Planning Inbound schedule and utilize maximum output on daily basis.
• Checking documents like Bill of Lading, Bill of Entry, Packing list, physical
quantity and update in Inventory management.
• Worked in SAP (Logistics Related)
Inventory control.
• Resolving Customers Complaints
• Monitoring stock level.
• Coordination with transport for dispatches.
• Planning and distribution of material as per the allocation scheduled.
• Import and export of containers checking.
• Sales activities to walk-in customers.
• Preparing tender quotations and procedures according to client requirements.
• Customer order fulfillment and return maintenance.
• Coordinate with 3PL(Third party Logistics) in order to send & receive goods
from local and overseas