Jeebly | Last-Mile Delivery Services

Track your package
[google-translator]

Author: sudip@tingmail.in

Categories
Logistics & Warehousing

Team leader- First Mile

Position Overview

Coordinating, arranging, and organizing the merchandise pick up from the assigned location. Interfacing with Driving Associates and customers to reconfirm the status of cancelled and rescheduled orders.

Key Responsibility Areas

Collecting / Picking up Goods

  • Monitoring and planning daily pickup operations within defined SLA.
  • Extracting the manifest from the Shipsy portal and arranging pick up of merchandize by coordinating with the client and the Delivery associates.
  • Scanning of goods on receiving from the client for updating status in the Shipsy portal.
  • Coordinating with the Driving Associates, tracking the status of the orders, and updating in the tracker.
  • Understanding city level pickup operations and implementing new processes around pickup to optimize overall FM cost.

Assistance during Inward Shipment

  • Assisting the warehouse team for sorting, stacking, packaging, and attaching Airway bills.
  • Working closely with Warehouse team to settle any disputes arising due to stock mismatches during pickups.

Managing rescheduled orders

  • Calling the customers and rechecking the reason for order reschedule and cancellation.
  • Updating the tracker accordingly and sharing with the Dispatch and Operations team.
  • Ensuring the rescheduled orders are out for delivery as per the new schedule.

Job Requirements / Desired skills set

  • Bachelor’s/Diploma in any discipline
  • Minimum 1-year proven work experience in organized warehouse environment
  • Computer literate with working knowledge of MS Office  
  • Strong communication and interpersonal skills to communicate at all levels of staff
  • Good knowledge about routes and areas in UAE
  • Willingness to learn about last mile delivery industry
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Categories
Growth & Product Strategy

Customer Service Executive

Position Overview

This role caters to outbound and inbound calls from our esteemed customers and clients. The customer service executives are the first point of contact and will be the face of the company. This role ensures that the queries are resolved in a timely manner to minimize customer dissatisfaction.

Key Responsibility Areas

Efficient Customer support

  • To ensure customers receive excellent and consistent customer service. 
  • Ensure service standards and agreements are met and exceeded.
  • Execute all customer facing transactions in line with customer strategy resulting in higher satisfaction and timely delivery of services

Meeting the SLAs

  • To ensure that the agreed Service Level Agreements are always met, under all circumstances which will further strengthen customer loyalty and return.

Complaint Resolution

  • Diffuse situations with dissatisfied customers by appeasing them in the most professional manner.
  • Resolve product or service problems by clarifying the customer’s complaint, determining the cause of the problem, selecting and explaining the best solution to solve the problem, expediting correction or adjustment, and following up to ensure resolution.
  • Manage and address customer complaints and other ongoing and pending issues and escalate issue to appointed point- of-contact / senior staff whenever necessary.

Job Requirements / Desired skills set

  • 2- 3 years of experience in a customer centric role, hospitality or front desk 
  • Strong team management٫ negotiation and problem-solving skills
  • Excellent organizational skills with attention to detail.
  • Excellent communication skills both verbal and written, in English/ Arabic will be a plus 
  • Must be a strong team player, highly motivated and able to work under pressure during peak periods.
  • Ability to review grant and contract documents for terms and conditions.
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Categories
operations

Supervisor – Client Relations

Position Overview

Responsible for supervising customer service agents and other staff including riders and drivers. Trains, coaches, and mentors employees on how to deliver the best customer service possible.

Key Responsibility Areas

Rider / Driver Management

  • Demonstrating outstanding leadership skills by providing guidance and support to ground staff. 
  • Escalating conflicts or work-related issues to the Key Account Executive if necessary.
  • Handling issues related to shift, rosters, accidents, emergency cases, and escalating them through the right channels.

Customer coordination

  • Investigate customer’s problems and find solutions.
  • Communicate with customers via phone, email, or letter.
  • Hire, train, and terminate customer service agents.
  • Provide scripts to read from during phone calls.
  • Handle major incidents that cannot be resolved by agents.
  • Resolve complaints and order issues.
  • Ask customers to provide feedback on agents and customer service experience.

Reporting

  • Analyze data and statistics.
  • Compile and print reports on overall customer satisfaction.
  • Isolate and identify areas of improvement.
  • Issue refunds to customers.
  • Oversee product exchanges and returns.

Operational Efficiency

  • Monitoring Delivery Associates productivity and providing constructive feedback to the reporting manager on timely basis and escalating training requests to the concerned department.
  • Ensuring the staff are developed to their maximum skills to achieve optimum level of service to the client and customer.
  • Train agents on how to adequately address problem over the phone or how to write correspondence.
  • Utilize social media to respond to customer complaints and praise.

Job Requirements / Desired skills set

  • Graduate in any discipline with 5 – 6 years of proven work experience as team leader or supervisory roles
  • Strong communication and interpersonal skills to communicate with all levels of staff.
  • In Depth knowledge of Performance metrics and SOP.
  • Familiarity with company policies and legal guidelines.
  • Outstanding organizational, leadership and problem-solving skills.
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Categories
operations

Operations Analyst

Position Overview

Monitoring, summarizing, interpreting the data, and preparing various reports to help the management to identify the issues, make decisions and improve business processes.

Key Responsibility Areas

MIS Reporting

  • Generating various reports such as zone, store performance, overall MIS performance, UTR, overtime, penalty etc., and sharing them with the concerned department in accurate and timely manner.
  • Providing recommendations to update current MIS to improve reporting efficiency and consistency. 
  • Developing MIS system for client management and internal communication. 
  • Providing strong reporting and analytical information support to the management. 
  • Calculating distance travelled by each delivery associate and sharing with the finance department to prepare client invoices. 
  • Performing data analysis for generating reports on periodic basis.

Cash on Delivery (COD) Management

  • Following-up for COD on timely manner and responding to Client emails for COD issues.
  • Keeping a track of cash on delivery and paid orders and escalating to the reporting head and concerned department in case of non-remittance.
  • Assisting accounts on monthly client invoicing for COD.

Attendance Management

  • Tracking and preparing hourly/daily attendance report of delivery associates and sharing with the operations team to curb tardiness and absenteeism.
  • Ensuring that delivery associates log in and log out as per the schedule and are in their allocated zone and locations.
  • Scheduling break times for delivery associates as per the order influx and availability.
  • Preparing rosters and publishing it to the delivery associates.

Job Requirements / Desired skills set

  • Bachelor’s/Master’s degree in any discipline preferably from statistics/finance background  
  • Minimum 3 years’ experience as analyst in a professional setting
  • Excellent analytical skills and Strong business acumen
  • High proficiency in Microsoft Office applications
  • Good interpersonal skills and communication skills to work with different management levels
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Categories
Marketing & Partnerships

Marketing Executive

Position Overview

A Marketing Intern assists the marketing department in their advertising and promotional efforts. Their main duties include completing clerical and administrative duties, building social media campaigns, and preparing promotional materials and presentations.

Key Responsibility Areas

Marketing Campaigns / Events

  • Developing tools and methods for collecting data such as surveys, opinion polls or questionnaires
  • Collecting and analyzing data to identify consumer trends.
  • Assist in marketing and advertising promotional activities (e.g. social media platforms, direct mail and web)
  • Help organize marketing events

Reports / Analysis

  • Manage and update company database and customer relationship management systems (CRM)
  • Perform market analysis and research on competition

Teamwork

  • The intern will be a team player and will be able to keep all marketing details private and confidential.
  • Will show a lot of integrity when working with companies marketing collaterals. 
  • Strong communication and analytical details with keen attention and focus to details.

Job Requirements / Desired skills set

  • Effective communicator with excellent writing skills in English
  • Fresh graduate or Student preferably pursuing a degree in Marketing or Sales.
  • Ability to understand all nuances of marketing, social media and ensure they contribute to the department’s success.
  • Keen focus to build a career in Marketing and Sales and grow within the company. 
  • Familiarity with marketing computer software and online applications (e.g. CRM tools, Online analytics and Google Adwords)
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Categories
press and media

Horizontal vs Veritical: The Growth Dilemma of Startups in 2021

The Growth Dilemma of Startups in 2021
Categories
blogs

Customer Centricity: Buzzwords or Strategic Intent!

Logistics around
the globe

Customer Centricity: Buzzwords or Strategic Intent!​

Author: Ravi Tharoor, Chief Strategy & Commercial Officer

The theory of customer centricity or customer centric organization was born in 1954 when Peter Drucker in his classic “The Practice of Management” said “it is the customer who determines what the business is, what it produces and whether it will prosper”. Though a focus on customer was a central theme of retail businesses since beginning of 20th century when Harry Gordon Selfridge proclaimed “customer is always right”, it was during the 1990’s that the concept of customer centricity began to develop as a component of market orientation.
Since then Academics, Management Consultants, CRM Sales Gurus and others have written and prescribed plethora of ways and means to be customer centric. But as my title queries – are they merely buzzwords or can an organization or a small business or even a single business operator/owner truly care about its customers and put them at the very center of their focus as the term “customer centric” suggests?
I submit that they can, if they treat customer centricity as a strategic intent and not just a marketing phraseology. Gary Hamel and C.K.Prahlad in their brilliant article defined strategic intent as an obsession to win at all levels of an organization and sustain it over a long period of time to achieve global leadership. I am borrowing from them to convey something far simpler as in making customers happy and keeping them happy.
In my business experience spanning several continents and industry segments, three principles have helped consistently in attracting, retaining and maintaining happy customers:
Be genuine: Don’t let the salesman or saleswoman in you oversell yourself or the product/service. Humbleness and humility are the key to winning over the person on the other side of the table regardless of the type of product or service you are pitching. Listen (don’t forget to take notes!) a lot more so you understand your customer and their business and don’t be afraid to say “I don’t know” if you really don’t know! As Ozan Varol explains in his book “How to think like a Rocket Scientist” – when we utter the three dreaded words “I don’t know” – our ego deflates, our mind opens and our ears perk up!
Be truthful: Do not lie to your customers or prevaricate! You may embellish but not to the extent of being proven completely untrustworthy. State the correct facts and do not be afraid to discuss failures with other customers but at the same time point out what you or the organization has learnt from the failures which would help not repeat the same mistakes and make improvements in your product or service. There will always be unhappy customers but as Bill Gates said “your most unhappy customers are your greatest source of learning”.
Be caring: Caring is not exclusive to Hospitality or Healthcare! You must show and practice a great degree of care to your customers by being concerned about their business, the impact of your service levels or your products in their success. Do not be superficial and always incorporate a personal angle by enquiring about their families, understanding their hobbies and interests, read up on their culture, pick up some basic sentences from their language, try their cuisine etc. This will create a conversational topic and a connect that will help you build a lasting relationship beyond the business scope.
Peter Kaufman in his famous speech on Multidisciplinary Approach to Thinking, highlighted several nuggets of wisdom that reinforces my principles but, undoubtedly, more eloquently. I take away three and I quote them below:
  • Keep it simple: So, if you think about things beings complex as being sophisticated like most people do, you think the more complex it is, the more sophisticated it is. Albert Einstein once listed what he said were the five ascending levels of cognitive prowess. Everyone wants to be level one. Right? No one wants to be at level 5! Wait until you hear what these levels are, it’s going to be a revelation! So number five he said, at the very bottom, was smart. The next level up, level four, is intelligent. Level three, next up, is brilliant. Next level up, level two, he said is genius. What? What’s higher than genius? He must have that backward. No, he doesn’t. Wait until you hear what number one is according to Albert Einstein. Number one is simple. Simple transcends genius!
  • Be the List: Our entire lives we are on a quest, an odyssey, a search for an individual or business partners you can 100% absolutely and completely trust. But who is not just trustworthy, but principled and courageous, and competent, and kind, and loyal, and understanding, and forgiving and unselfish. Everyone has this list in their heads and every single one of your interactions with others, be the list! You do this with the other human beings you encounter in life. They are all going all in, and not because it’s your idea. Most people spend all day long trying to get other people to like them. They do it wrong. You do this list, you won’t be able to keep the people away. Everybody’s going to want to attach to you. Because you are what they have been looking for their whole lives! Kaufman refers to this as a twenty-two-second course in leadership. No need for B Schools, or books or motivational speakers!
  • Mirrored Reciprocity: Kaufman’s Elevator example is brilliant for its simplicity! You are standing in front of an elevator. The doors open. And inside the elevator is one solitary stranger who you have never met before in your whole life. You walk into the elevator; you have three choices for how you are going to behave as your walk into this elevator. Choice number one: you can smile and greet this person. 98% of the time the person will smile (or may be not) and greet you back. You can test it. Choice number two: you can walk in and you can scowl and hiss at this stranger in the elevator. And 98% of the time, they may not hiss back at you, but they will scowl back at you. And option number three. This is where the wisdom comes. You can walk into the elevator and do nothing. And what do you get 98% of the time? Nothing. It’s mirrored reciprocation. You want to go positive; you want to go first. There is a big obstacle though! Daniel Kahneman, the Noble Prize winner in Economics (more specifically Behavioral Economics) explains this as a huge asymmetry between standard human desire for gain and standard human desire to avoid loss. Why do people not go positive and go first when there is a 98% chance that one is going to benefit from it and only a 2% chance that one is going to fail or feel horrible or lose face, and all the rest of that? That’s why we don’t do it – the thought of the 2% negative!

At Jeebly, our endeavor has been to nurture and sustain relationships and have experienced a great degree of success, judging by the WOM references we get. There have been failures but not because of how we have managed the association. The pandemic has surely made relationship building more complex since virtual meetings do not give the same connectivity opportunity that physical meetings do but we try! As more businesses return to normalcy, we are carefully accelerating the physical meet option to build on the foundations we have laid.