SCM Operations Manager (Track & Trace Coordinator)

ROLE OVERVIEW Role: SCM Operations Manager (Senior Track & Trace Coordinator) Company: Technocrats Horizons Location: Gachibowli, Hyderabad Work Mode: Hybrid — WFO (Rotational Shift) Compensation: ₹10,00,000 / year (10 LPA) — Based on interview and current CTC Openings: 1 Senior Role (Junior positions opening in future phases) PURPOSE OF THE ROLE The Track & Trace Coordinator is responsible for monitoring and coordinating the movement of freight across the national network, ensuring customers receive accurate and timely updates while maintaining operational efficiency. The role requires proactive communication with drivers, customers, and internal teams to ensure all deliveries and collections are completed safely and on time. KEY RESPONSIBILITIES 1. Shipment Tracking & Coordination • Monitor and track all allocated freight movements from collection through to final delivery. • Coordinate loading and unloading activities to ensure scheduled departures and arrivals are achieved. • Dispatch drivers for delivery and collection time slots in accordance with operational requirements. • Proactively manage shipment progress and identify any delays or potential service failures. 2. Driver Management • Maintain regular communication with drivers throughout their shift. • Proactively contact drivers to ensure collections and deliveries are completed within required timeframes. • Notify drivers when freight is ready for departure or advise of any delays affecting their schedule. • Ensure all drivers complete pre-start checks before commencing work. • Reinforce safe work practices and escalate any safety concerns immediately. 3. Customer Communication • Respond promptly and professionally to customer enquiries via phone and email regarding shipment status, ETA requests, delivery issues, and service updates. • Proactively advise customers of any anticipated late collections or deliveries by phone, followed by written confirmation via email. • Manage customer incidents and escalations, ensuring timely resolution while maintaining a high level of customer service. 4. Transport Management System (TMS) • Ensure all freight movements are accurately entered, updated, and maintained within the Transport Management System (TMS). • Verify shipment milestones are recorded in real time to maintain accurate operational visibility. • Maintain data accuracy across all systems to support customer reporting and internal operations. 5. Email & Administrative Management • Monitor the shared Track & Trace inbox throughout the shift. • Ensure all emails are actioned promptly and filed appropriately once completed. • Maintain accurate operational records and documentation. 6. Reporting & Performance Monitoring • Prepare and distribute daily DIFOT (Delivered In Full, On Time) reports for key customers including PC, Ingham, and Baiada. • Monitor service performance and identify trends or recurring operational issues. • Escalate service failures and operational risks to management in a timely manner. 7. Communication & Handover • Provide a clear written and verbal handover to the incoming shift, ensuring all outstanding issues, priorities, and customer commitments are communicated. • Work collaboratively with both onshore and offshore teams to ensure seamless operational continuity. 8. Escalation & Issue Resolution • Identify operational issues early and escalate them to the appropriate stakeholders when required. • Coordinate with operations, customers, and drivers to minimise service disruptions and achieve timely resolution. 9. Professional Standards • Conduct all interactions with customers, drivers, subcontractors, and colleagues in a professional and respectful manner. • Maintain confidentiality of company and customer information. • Support continuous improvement initiatives and contribute to achieving operational KPIs. KEY PERFORMANCE INDICATORS (KPIs) • On-time collection and delivery performance (DIFOT) • Accuracy and timeliness of TMS updates • Customer response and resolution times • Shared inbox management and email turnaround • Minimization of missed updates or service failures • Quality of shift handovers • Compliance with operational procedures and safety requirements • Customer satisfaction and service quality HOW TO APPLY To apply, please email your updated resume directly: • To: [email protected] • CC: [email protected] • Subject: Application: SCM Operations Manager - [Your Name] • Please include your Current CTC, Expected CTC, and Notice Period in the email body.