Manager – KAS (Customer Service)

Escalation Closures	80% closure of key accounts within 24 Hours
Key Account Management	Shipper specific target achievement on CX metrices
Key Account Management	Structured & documented performance review with Top cx ( weekly)& Mid tail cx ( Monthly)
Loss Control	Claim Settlement: All claim closure within D + 3 months
Loss Control	100% Closure of Shipment Lifecycle as per SLA within 30 days, 100% NDC within 60 days
Forward	Ensure Attempt compliance > 98% , First Attempt Delivery % > 70 %;:CP Breach < 2% ( Inbound & Outbound load )
Forward	Return
	RTO% < 15%
	Return Center Unattempted dwell< 24 hours
	Return Center shipment ageing closure within 7 days
RVP	Fresh RVP Pickup Compliance >= 95%, First RVP Pickup Success >= 85%, Reattempt RVP Pickup Success >= 50%
RVP	RVP ESL adherence > 90%, EOB < 4 days
People	Attrition <4% , Structured Monthly performance review and implement scorecard based approach