CS Operations - Associate - Bhiwandi

Delhivery; Bhiwandi; On-site; INR 600,000 - 1,200,000; Full time

Job summary

Delhivery in Bhiwandi is seeking a specialist for In Centre CS Operations to manage end-to-end escalations, coordinating with hubs, last-mile teams, and control tower to ensure timely resolutions and accurate incident tagging.

The role also covers shipment lifecycle intervention, appointment-based delivery oversight, and ensuring compliance with SOPs while driving continuous improvement through data-driven insights.

Responsibilities

• Escalation Management & CCF Handling: Own the end-to-end lifecycle of customer and internal escalations, ensuring timely resolution with minimal impact on customer experience.
• Lead cross-functional escalation handling by coordinating closely with hubs, last-mile, control tower, and relevant support teams.
• Ensure timely closure of CCFs, with high standards of accuracy in tagging, root cause identification, and quality of remarks.
• Close damage-related cases within defined SLAs.
• Manage and track Document Missing cases through resolution, focusing on reducing repeat occurrences.

Job description

Role Name: In Centre CS Operations

Location: Bhiwandi

Address: Bhiwandi_Lonad_L (Maharashtra) -Delhivery Lonad GateWay, 74MR+HWF, DBG Estate, Bapgaon Sonale Road-Village-Bapgaon, Post, Taluka, opp. MSEB Substation, Lonad, Bhiwandi, Maharashtra 421302

Key Responsibilities

1. Escalation Management & CCF Handling

• Own the end-to-end lifecycle of customer and internal escalations, ensuring timely resolution with minimal impact on customer experience.
• Lead cross-functional escalation handling by coordinating closely with hubs, last-mile, control tower, and relevant support teams.
• Ensure timely closure of CCFs, with high standards of accuracy in tagging, root cause identification, and quality of remarks.
• Close damage-related cases within defined SLAs.
• Manage and track Document Missing cases through resolution, focusing on reducing repeat occurrences.

2. Shipment Lifecycle Intervention & Exception Monitoring (B2B & B2C)

• Track forward shipment dispatch performance across B2B and B2C networks.
• Monitor return shipment ageing and proactively engage with operations to reduce delays and clear backlogs.
• Identify and resolve orphan shipments (unassigned, misrouted, or delayed) through early system intervention and field coordination.
• Monitor AVTD (Available to Dispatch) shipments delayed beyond 24 hours, identify bottlenecks, and trigger appropriate operational or CS escalations.
• Actively intervene at critical shipment lifecycle stages to prevent customer-impacting failures.

3. Appointment & Slotted Delivery Fulfillment

• Oversee execution of appointment-based and slotted deliveries, ensuring alignment between shipper requirements, customer availability, and delivery partner readiness.
• Ensure 100% pre-dispatch validation of documents for appointment-based shipments to prevent downstream delivery failures.
• Handle exceptions such as reschedules, missed slots, delivery refusals, or documentation gaps by coordinating with CS, KAMs, and last-mile teams.

4. Process & Compliance Ownership

• Validate and audit all KAM-facing communication and escalation-related documentation for accuracy, completeness, and professional tone.
• Ensure Purchase Orders (POs) are accurately updated for all Q-Com shipments.
• Resolve short and partial shipment cases in coordination with Operations and Security teams.
• Ensure adherence to defined SOPs while identifying gaps in existing processes and highlighting compliance risks.

5. Operational Excellence & Continuous Improvement

• Identify recurring failure patterns across dispatch, delivery, documentation, and customer experience through regular data deep dives.
• Lead or support root cause analysis for chronic issues impacting service levels and customer satisfaction.
• Contribute to the development and enhancement of dashboards, tracking tools, and performance management frameworks for escalation and exception handling.