Senior Territory Service Representative - Surendranagar - Military veterans preferred

2025-07-10
DHL (https://group.dhl.com/en.html)
Other

/yr

  full-time   employee


Surendrangar
India

1. Purpose

Responsible for all inbound and outbound operations at the Service Center and ensuring timely, accurate and profitable delivery of DP/Etail/INTL shipments to customers

2. Key Responsibilities

Responsibilities

Operational

·       Responsible for supervising daily inbound and outbound DP/Etail/NTL operations at the Service Center

·       Analyze load patterns on a periodic basis to plan pick-up and delivery routes for first and last mile connectivity to customers

  • Monitor daily loads and plan delivery and pick-up schedules accordingly
  • Ensure safe, timely and profitable delivery of shipments to customers and work towards reduction of instances of undelivered shipments, RTO instances, etc.
  • Ensure safe handling of all shipments and report any damaged cases to the origin/ hub
  • Oversee adherence to the operational workflows and standard operating procedures (SOPs)
  • Handle all exception cases; On a daily basis check on the exceptions of the previous day and ensure follow up for closure/ resolution of the same
  • Monitor attendance and leaves for the staff on a daily basis and plan operations accordingly
  • Conduct daily staff briefings, including communication regarding any operational changes, route changes etc
  • Monitor performance of service centre and ensure conduct of trainings for regular staff, PDAs/MPCs, etc. in line with the training programmes designed centrally

People

  • Provide direction, guidance and support to employees to help them discharge their duties effectively
  • Monitor the performance of the team on a continuous basis to identify key performers
  • Mentor and coach subordinates to develop the team’s capabilities and build a robust succession pipeline
  • Ensure that the Service Centre is adequately staffed as per the manpower requirements
  • Ensure high level of employee engagement and retention of key performers


3. Key Result Areas and Key Performance Indicators

S. No

Key Result Areas

Key Performance Indicators

1.

Productivity

·      PDA /MPC Productivity monitoring

2.

Drive service quality and excellence in the Service Centre

·      Timely connectivity of outbound loads to the Hub (% compliance)

·      Timely updation of status (in scan, out scan, exceptions, Proof of Delivery, Delivery Challansetc) in the system (% compliance within TAT)

·      Adherence to SOPs (measured in terms of number of non-compliances/ deviations) as observed in audit

·      % Exceptions closed within TAT

3.

Ensure Security of Shipments

·      Number of open regional security related cases in the Service Centre

4.

Drive Operations Process Efficiency and capability

·      % increase in operational productivity in the Service Centre (measured as shipments/ employee)

5.

Ensure Performance Driven Culture

·      Adherence to Performance Management system timelines and guidelines



 

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