E-commerce Manager (1 years diploma)

E-commerce Manager click here

Brief Job Description: The individual is responsible for overall business
performance and profitability of the unit. S/he manages category, improves
consumer experience, manages product catalogue and design, drives process
improvement, forecasts return deliveries and undertake manpower planning.

Qualifications Pack for E-commerce Manager

Options

Option 1: Warehouse Operations Management
The unit is about managing warehouse operations involving budgeting, allocation of resources,
storage design, custom support, etc.

Option 2: Courier Operations Management
The unit is about managing courier operations involving budgeting, allocation of work and
resources, delivery performance management and assisting in express and custom operations.

Personal Attributes: The individual should have excellent communication skills,
numerical skills, analytical skills and professional values. S/he should coordinate with
multiple teams to drive profitability, lead operations team to solve problems and aid
management in decision making. The role may require working additional hours from
time to time.

Description
Core Skills/Generic
Skills
Core Skills or Generic Skills are a group of skills that are key to learning and
working in today’s world. These skills are typically needed in any work
environment. In the context of the NOS, these include communication related
skills that are applicable to most job roles.

Function
Function is an activity necessary for achieving the key purpose of the sector,
occupation, or area of work, which can be carried out by a person or a group
of persons. Functions are identified through functional analysis and form the
basis of NOS.

Job role Job role defines a unique set of functions that together form a unique
employment opportunity in an organization.

Knowledge and Understanding
Knowledge ing are statements which together specify the technical, generic,
professional and organizational specific knowledge that an individual needs in
order to perform to the required standard.

National Occupational
Standards (NOS) NOS are Occupational Standards which apply uniquely in the Indian context
Occupation Occupation is a set of job roles, which perform similar/related set of functions
in an industry.

Organisational Context
Organisational Context includes the way the organization is structured and
how it operates, including the extent of operative knowledge managers have
of their relevant areas of responsibility.
Performance Criteria Performance Criteria are statements that together specify the standard of
performance required when carrying out a task.

Qualifications
Pack(QP)
Qualifications Pack comprises the set of NOS, together with the educational,
training and other criteria required to perform a job role. A Qualifications
Pack is assigned a unique qualification pack code.

Electives Electives are NOS/set of NOS that are identified by the sector as contributive
to specialization in a job role. There may be multiple electives within a QP for
each specialized job role. Trainees must select at least one elective for the
successful completion of a QP with Electives.

Options Options are NOS/set of NOS that are identified by the sector as additional
skills. There may be multiple options within a QP. It is not mandatory to select
any of the options to complete a QP with Options.
Unit Code Unit code is a unique identifier for an Occupational Standard, which is
denoted by an ‘N’

Unit Title Unit title gives a clear overall statement about what the incumbent should be
able to do.
Qualifications Pack
Code

Qualifications Pack Code is a unique reference code that identifies a
qualifications pack.

Scope
Scope is the set of statements specifying the range of variables that an
individual may have to deal with in carrying out the function which have a
critical impact on the quality of performance required.

Sector Sector is a conglomeration of different business operations having similar

businesses and interests. It may also be defined as a distinct subset of the
economy whose components share similar characteristics and interests.

Sub-Sector Sub-sector is derived from a further breakdown based on the characteristics
and interests of its components.

Sub-functions Sub-functions are sub-activities essential to fulfil the achieving the objectives
of the function.

Technical Knowledge Technical Knowledge is the specific knowledge needed to accomplish specific
designated responsibilities.

Description
3PL Third-party logistics
5S Sort, Set In order, Shine, Standardize and Sustain
CGST Central Goods and Services Tax
DC Delivery Centre
ERP Enterprise Resource Planning
FC Fulfilment Centre

FIFO First-in-first out
FILO First-in-last-out
GST Goods and Services Tax
HR Human Resources
HSN Harmonized System Nomenclature
IGST Integrated Goods and Services Tax
IT Information Technology
JIT Just in time

KPI Key Performance Indicator
MHE Material Handling Equipment
MIS Management Information System
MMS Material Management System
NSQF National Skills Qualifications Framework
OH&S Occupational Health and Safety
OS Occupational Standards

OSHA Occupational Safety and Health Administration
PGAs Partner Government Agencies
PO Purchase order
PPE Personal Protective Equipment
QP Qualifications Pack
SBU Strategic Business Unit
SKU Stock Keeping Unit

SLA Service level agreements
SOP Standard Operating Procedure
SOW Statement of work
TAT Turnaround Time
TMS Transport Management System
WMS Warehouse Management System

Conduct daily review and facilitate operations

Description This unit is about conducting daily status reviews and facilitating daily operations
Scope This unit/task covers the following:
• Review status of previous day’s work and pending activities
• Approve daily workplans and allocate tasks
• Facilitate smooth operations
• Forecast and budget resources for operations
• Check compliance with legal and regulatory requirements

Range: Computers, Management information system (MIS), Enterprise resource
planning (ERP), performance review softwares, budgeting and forecasting softwares
Performance Criteria(PC) w.r.t. the scope
Element Performance Criteria
Review status of
previous day’s work
and pending
activities

To be competent, the user/individual on the job must be able to:
PC1. review previous day performance reports with supervisors and executives
PC2. plan for completion of pending works
PC3. escalate any situations which needs the input/ intervention of senior
management or client
Approve daily work
plans
and allocate
resources

To be competent, the user/individual on the job must be able to:
PC4. review and approve daily work plan prepared by supervisors, and approve
adhoc resources incase of exingencies
PC5. allocate resources for completion of priority tasks
PC6. prepare/review weekly work plan

Facilitate smooth operations
To be competent, the user/ individual must be able to:
PC7. monitor and guide subordinates to ensure seamless operations as planned
PC8. ensure optimal utilisation of all assets and resources as per performance
targets

PC9. provide required support in terms of resources, and process clarifications
PC10. facilitate resolution with other departments and external parties in case of
any escalation or deviation
PC11. coordinate with clients in cases of delays, pending issues, etc.
PC12. facilitate training for subordinates on process improvements and develop
their capabilities

PC13. ensure ERP and Information Technology (IT) tools are being used as per
Standard Operating Procedure (SOP)
Forecast and budget
resources for
operations
To be competent, the user/ individual must be able to:
PC14. analyse business trends and forecast business
PC15. prepare budget for resources and assets
PC16. set-up consensus meetings with peers and seniors and get their approval on the forecast and budgets

PC17. prepare weekly and monthly work plans as per budget
Ensure compliance
with legal and
regulatory
requirements
To be competent, the user/ individual must be able to:
PC18. monitor process compliance to relevant state, country and international laws
on a periodic basis
PC19. monitor process compliance to organizational policies and procedures
PC20. review areas of non-compliance and examine the reasons
PC21. take corrective and preventive actions to ensure compliance
PC22. adhere and ensure compliance related to hazardous goods storage and
handling regulations

Knowledge and understanding (K)
A. Organizational
Context
(Knowledge of the
company /
organization and
its processes)
The individual on the job needs to know :
KA1. vision, mission and values of the company
KA2. company’s reporting structure to support and expedite project acivities
KA3. company’s policy and work instructions on quality standards as well as
documentation policy

KA4. importance of the individual’s role in the workflow
KA5. company’s policy on business ethics and code of conduct
KA6. business and performance of the company
KA7. knowledge repository and various projects done by the company
KA8. occupational health and safety standards, handling of special and dangerous
goods, etc.

KA13. just in time (JIT) mode of inventory management
KA14. coding system followed to label items
KA15. the IT system and ERP system of the organization
B. Technical
Knowledge
The individual on the job needs to know :
KB1. process flow of service operation and understanding of basic supply chain
value chain

KB2. state/country taxes and routing
KB3. local and global geographies
KB4. use of ERP software including Warehouse Management System (WMS),
Material Management System (MMS) and Transport Management System
(TMS)

KB5. use tools for documentation: MS excel and MS Word, etc.
KB6. basics of statistical and quantitative analysis tools
KB7. use of spreadsheets to tabulate and analyze the data
KB8. structure and implications of fees and charges involved in transportation,
warehousing, processing clearances, etc.

KB9. transit rules and regulations
KB10. different Material Handling Equipment (MHEs) and other equipment used for
handling the shipment
KB11. procurement related concepts like Purchase order (PO), Invoices, procedures
etc.

Skills (S)
A. Core skills/
generic skills
Reading skills
The user/individual on the job needs to know how to read:
SA1. work instructions, customer requirement and quality policy
SA2. legal policies and regulations
SA3. internal communications memorandums
SA4. checklists and daily reports

Writing skills
The user/individual on the job needs to know how to:
SA5. maintain the record of as per company’s policy
SA6. make the note of instructions to team members
SA7. develop operating procedures and their updation
SA8. write communications, letters both within the company and to other
stakeholders and clients
SA9. prepare daily reports, checklists and create documents for internal
communication

Oral communication (listening and speaking skills)
The user/individual on the job needs to know how to:
SA10. communicate with all internal and external stakeholders
SA11. share experiences and provide guidance to juniors and peers
SA12. listen to queiries and requirements of internal and external stakeholders

B. Professional skills Decision making
The user/individual on the job needs to know how to:
SB1. decide regarding allocation of adequate resource based on forecasts and job
requirement
SB2. decide on appropriate ways to resolve inefficiency, escalations, pilferage
issues, etc.
SB3. priortise the work flow based on review of the various reports and urgent
requirements

Plan and organize
The user/individual on the job needs to know how to:
SB4. prioritize and execute the work order within pre-decided timelines
SB5. maintain schedules and punctuality for work process
SB6. plan and forecast for upcoming events, festivals which may create high
demand or high absenteeism of human resources
SB7. motivate team members to achieve the targets
Customer centricity
The user/individual on the job needs to know how to:
SB8. adhere to the customer timelines

SB9. prevent company and customer information leakage
SB10. address the requirement of the customer
SB11. take prompt action on queries raised by the customer
SB12. plan for any alternatives in case of delays
SB13. maintain regular contact with customer and keep him/her updated on status

Problem solving
The user/individual on the job needs to know how to:
SB14. identify trends/common causes for errors and suggest possible solutions
SB15. identify departments and areas of inefficiencies
SB16. handle day to day escalated problems like delays, staffing shortage, external
factors, etc

SB17. delegate work appropriately
SB18. identify and resolve issues due to technical or human error
Analytical thinking
The user/individual on the job needs to know how to:
SB19. analyze the resource requirement in terms of manpower, delivery vehicles,
software, system, etc. in line with forecasts and past trends
SB20. provide suggestions and methodologies for operational activities in order to
increase the productivity

SB21. analyse reports and take necessary action
SB22. assess delays or non-performance in daily reporting or closures
SB23. anticipate external factors that may affect operations and plan for the same
Critical thinking
The user/individual on the job needs to have ability to:
SB24. think through on different queries and escalations and quickly identify
possible solutions and work-around
SB25. handle personality clashes

SB26. think tactically to handle adverse situations, with attention to details
SB27. improve work processes by adopting global best practices

Manage category and catalogue for products in E-commerce
Description This unit is about category and catalogue management to improve sales, it involved
performance analysis, action plan development and improvement, category building,
pricing strategy and improving user experience.

Scope This unit/task covers the following:
• Analyse performance of product category and develop action plan
• Implement action plans to improve sales
• Build and manage category
• Propose product pricing for the category

• Review customer feedback and improve user experience
Range: MS office, Enterprise Resource Planning (ERP), Analytical software, stationery,
computer, projector, TV, etc.
Performance Criteria(PC) w.r.t. the Scope
Element Performance Criteria
Analyse performance
of product category
and develop action
plan

To be competent, the user/ individual must be able to:
PC1. interact with marketing, analytics and catalogue team to collect information
pertinent to the product category
PC2. analyse information on market and seasonal trends in terms of performance
for the below mentioned metrics for different brands and Stock Keeping Units
(SKUs) within the category,

a. sales turnover
b. profit margin
c. Return on Investment
d. inventory turnover
e. cost of operations
f. customer returns
g. relationship with seller
h. pricing policy
i. competitive category/brand/SKU performance
j. customer likes and comments, and
k. other pertinent points

PC3. prepare strategic action plans to improve product category sales for different
markets by,
a. identifying target markets
b. buying and building assortment relevant to the market in
coordination with purchase team at competitive prices
c. allocating shelf space for assortment in discussion with Fulfilment
Centre/Delivery Centre (FC/DC) teams

d. planning and coordinating promotional events in discussion with
marketing team
e. planning and coordinating advertisement campaigns in discussion

f. calibrate pricing strategy in discussion and approval from Strategic
Business Unit (SBU) head
g. design the online catalogue in discussion with catalogue management
team

PC4. be cognizant of festive seasons, overall organisational promotional campaigns
etc and adjust the action plans
PC5. interact with procurement, marketing, cataloguing, supply chain, finance team
and SBU head to drive consensus for the strategic actions and finalise the
action plan
Implement action
plans to improve
sales

To be competent, the user/ individual must be able to:
PC6. coordinate implementation of action plan within identified timelines by,
a. ensure the necessary quantum of stock is maintained at various
Fulfilment Centre/Delivery Centre (FC/DC)
b. assist marketing team to develop advertising and promotional
content

c. coordinate with marketing and content management teams for
releasing teasers and promotions through email/ flash messages/
website content
d. assist catalogue team to develop the online catalogue with
appropriate key words for search and filter
PC7. continuously monitor category performance during the sales period
PC8. revise the pricing, availability, marketing and promotional strategies based on
market wise and time line wise performance of the category
PC9. prepare and submit category performance reports
Build and manage
category

To be competent, the user/ individual must be able to:
PC10. determine market needs based on sales performance and expand/reduce the
SKUs in category
PC11. collaborate with brand Point of Contact and catalogue team to update new
collections
PC12. approve right mix of sellers, source local selection for the sub-categories and
on-board them
PC13. manage vendor relationship
Propose product
pricing for the
category

To be competent, the user/ individual must be able to:
PC14. work with analytics team to analyse performance of various categories and
recommend pricing plan based on data
PC15. get the volume based and market based pricing plans approved by the SBU
head
PC16. take responsibility to ensure that the product category is profitable
Review customer
feedback and
improve user
experience

To be competent, the user/ individual must be able to:
PC17. collaborate with analytics team and analyse customer behaviour and feedback
PC18. analyse customer order search and order placement process and improve the
user experience
PC19. analyse customer reviews, ratings and returns to decide on product mix

Knowledge and understanding (K)

B. Organizational
context
(Knowledge of the
company /
organization and
its processes)
The individual on the job needs to know :
KA1. vision, mission and values of the company
KA2. company’s reporting structure to support and expedite project acivities
KA3. company’s policy and work instructions on quality standards as well as
documentation policy

KA13. coding system followed to label items
KA14. ERP system of the organization
KA15. organizational goal for the year as well as branch/ territory targets
B. Technical
knowledge
The user/individual on the job needs to know :
KB1. process flow of service operation and understanding of basic supply chain
value chain

KB5. use of tools for documentation: MS excel and MS Word, etc.
KB6. basics of statistical and quantitative analysis tools
KB7. use of spreadsheets to tabulate and analyze the data
KB8. structure and implications of fees and charges involved in transportation,
warehousing, processing clearances, etc.
KB9. transit rules and regulations

KB10. how to anticipate and resolve problems
KB11. working and capacities of different Material Handling Equipment (MHEs) and
other equipment used for handling the shipment
KB12. procurement related concepts like Purchase order (PO), Invoices, procedures
etc.
KB13. significance of team coordination to achieve revenue and productivity targets
of the organization
KB14. various techniques for performance improvement and cost accounting
KB15. budgeting exercises

A. Core skills/ Reading skills generic skills
The user/individual on the job needs to know how to read:

SA1. contracts and agreements
SA2. data from insights/ analytics team
SA3. catalogue

Writing skills
The user/individual on the job needs to know how to:
SA4. sign off contracts and agreements
SA5. write business emails
SA6. prepare report and presentations

Oral communication (listening and speaking skills)
The user/individual on the job needs to know how to:
SA7. communicate with seniors to report on any issues
SA8. collaborate with marketing, sales, analytics and catalogue team
SA9. carefully listen to vendor concerns and issues

B. Professional skills Decision making
The user/individual on the job needs to know how to decide on:
SB1. corrective measures to improve customer experience
SB2. actions to be improve category performance
SB3. mix of sellers and vendors
SB4. pricing

Plan and organize
The user/individual on the job needs to know how to:
SB5. plan and organise steps for process improvement for customer experience
SB6. prepare strategic plan for catgory growth and performance

Customer centricity
The user/individual on the job needs to know how to:
SB7. provide attractive offers and great customer experience
SB8. provide product range as per customer needs

Problem solving
The user/individual on the job needs to know how to:
SB9. resolve issues related to vendors and brands
SB10. perform process improvement for great customer experience

Analytical thinking
The user/individual on the job needs to know how to:
SB11. analyse data to create campaigns, promotions, catalogue design and
customer experience
SB12. analysise category performance and identify factors require improvement

Critical thinking
The user/individual on the job needs to know how to:
SB13. develop right mix of vendors and product range as per customer needs
SB14. set pricing on the basis of competitor analysis and to attract customers

Build customer relations and handle key accounts

Description This unit is about building customer relations and handling key accounts
Scope This unit/task covers the following:
• Enhance customer relations
• Handle key accounts
• Identify and convert new prospects
Range: MS-word, MS-excel, Enterprise resource planning (ERP), computer, projector,
worksheets, stationery, business planning model/software etc.
Performance Criteria(PC) w.r.t. the scope
Element Performance Criteria
Enhance customer
relations

To be competent, the user/ individual must be able to:
PC1. coordinate with client’s nominated representative/s and build a good rapport
with them
PC2. receive feedback from the customers on a periodical basis
PC3. analyse feedback given by customers and develop or improve the system
accordingly
PC4. provide customised solutions to customers and assist in resolving their issues
PC5. work on the system improvement w.r.t. operational process management,
claims management, customer relationship management, etc. in order to
improve the customer service experience with organisation
PC6. retain the customer by earning their goodwill and by providing value adding
services

Handle key accounts To be competent, the user/ individual must be able to:
PC7. organise and conduct regular meetings with stakeholders from key accounts
PC8. offer bundled products and solutions as value added services to increase
business
PC9. take necessary corrective and preventive action on customer feedback
PC10. resolve concerns raised from key accounts on priority
PC11. inform the customer about existing and upcoming offers, discounts, new
launches, seminars and workshop
Identify and convert
prospects

To be competent, the user/ individual must be able to:
PC12. understand the potential of prospective leads and pitch for sales
PC13. convert prospective lead into a customer by building a good rapport and
provide customised solutions based on their business requirement
PC14. provide initial subscription benefits to clients and create synergies through
customised and bundled offerings
PC15. acquire new clients and increase the overall client base

Knowledge and understanding (K)
A. Organizational
context
(Knowledge of the
company /
organization and
its processes)
The user/individual on the job needs to know and understand:
KA1. vision, mission and values of the company
KA2. company’s policy and work instructions on quality standards
KA3. company’s customer profile

KA4. company’s reporting structure
KA5. company’s documentation policy
KA6. procedures for dealing with loss or damage to shipment
KA7. services offered by company
KA8. importance of the individual’s role in the workflow
KA9. occupational health and safety standards
KA10. company’s policy on business ethics and code of conduct
B. Technical
knowledge

The user/individual on the job needs to know and understand:
KB1. transit rules and regulations
KB2. process flow of warehouse, transport and material handling service operation
KB3. state/country taxes and routing
KB4. local and global geographies
KB5. use of ERP software including Warehouse Management System (WMS),
Material Management System (MMS) and Transport Management System
(TMS)

KB6. use of tools for documentation: MS excel and MS Word
KB7. basics of statistical and quantitative analysis tools
KB8. use of spread sheets to tabulate and analyse the data
KB9. structure and implications of fees and charges involved in transportation
KB10. the use of computer or handheld device to communicate effectively and
productively
KB11. importance of documenting customer feedback as per Standard Operating
Procedure (SOP)
KB12. how to demonstrate ethics and convey discipline to the customers
KB13. importance of gaining customer satisfaction

Skills (S)
A. Core skills/
generic skills
Reading skills
The user/ individual on the job needs to know how to read:
SA1. company quality policy, work instructions and customer requirement
SA2. transit rules and trade policies
SA3. regulatory requirement associated with custom clearance
SA4. e-mails, invoices, letters, notes, memos, agreement reports, etc.
SA5. contracts, Service level agreements (SLA) and statement of work (SOW)

Writing skills
The user/ individual on the job needs to know how to:
SA6. maintain the record of as per company’s policy
SA7. make the note of instructions to team members
SA8. develop operating procedures, improvements
SA9. write communications, letters and documents for internal communication
SA10. prepare daily reports, checklists

Oral communication (listening and speaking skills)
The user/ individual on the job needs to know how to:
SA11. listen and understand the requirements of the client
SA12. communicate with clients, government officials and other stakeholders
SA13. exchange information with other managers, supervisory and operational staff

B. Professional skills Decision making
The user/ individual on the job needs to know how to:
SB1. decide on corrective measures to improve customer ratings
SB2. decide on actions to be taken on escalations raised by the customer
SB3. take appropriate action for poor performance by vendor/ Third-party logistics
(3PL)
SB4. identify and prioritise on select clients and prospects for generating business

Plan and organize
The user/ individual on the job needs to know and how to:
SB5. liaison with customers, government officials, vendors and staff
SB6. plan and organise review meetings with vendors, contractors
SB7. organise projects/ training plans for performance improvement

Customer centricity
The user/ individual on the job needs to know and understand how to:
SB8. take prompt action on queries raised by the customer
SB9. understand customer requirement and offer customised or bundled solutions
SB10. suggest ideas and solutions to increase customer loyalty and satisfaction

Problem solving
The user/ individual on the job needs to know and understand how to:
SB11. resolve the queries raised by customers
SB12. suggest solutions to the customer’s issues

Analytical thinking
The user/ individual on the job needs to know and understand how to:
SB13. identify the factors which improved the customer satisfaction as well as
ratings of the organisation
SB14. identify bundles and customisations that cater to the requirement of majority
of customers
SB15. analyse key reasons for non-performance and customer dis-satisfaction
SB16. identify key areas that are crucial for performance improvement

Critical thinking
The user/ individual on the job needs to know and understand how to:
SB17. improve work processes by adopting best practices with respect to quality of
service to the customers
SB18. act upon constructively on any problems as pointed by customers, vendors or
government officials
SB19. handle personality clashes effectively

Process large data-sets and analyse

Description This unit is about processing and analysing data for new opportunities
Scope This unit/task covers the following:
• Data analysis
• Demand forecasting
Range: MS office, Enterprise Resource Planning (ERP), Analytical tools, computer,
worksheets, sample data sets, stationery etc.

Performance Criteria(PC) w.r.t. the Scope
Element Performance Criteria
Data analysis To be competent, the user/ individual must be able to:
PC1. consolidate and analyse sales and financial performance data (budget vs.
actuals, income statement, etc.)
PC2. analyse reverse logistics data and return performance to provide
improvement action plan
PC3. analyse order processing data and prepare report on order processing
performance

PC4. analyse Stock Keeping Unit (SKU) wise metrics like sales, profits, daily hits,
consumer interests, returns, etc. for different categories to assess the current
trends
PC5. identify areas of upcoming trends that need to be incorporated
PC6. analyse trends and co-relate with business performance, market scenario,
macro-economic factors to draw inferences
PC7. draw insights from analysis and identify corrective and preventive actions to
improve the process

Demand forecasting To be competent, the user/ individual must be able to:
PC8. use market research reports to extract information on market performance
and demand scenario
PC9. extract and analyse history delivery, order processing and return data
PC10. identify demand patterns: horizontal, trend and seasonal
PC11. use the appropriate forecasting methodology to understand future demand
based on past trend analysis

PC12. make predictions and prepare short term forecasts for delivery, order
processing and returns
PC13. set-up consensus meetings with peers and seniors and finalise forecasts on
the basis of review comments
PC14. conduct periodic review of forecast and revise accordingly

Knowledge and understanding (K)
A. Organizational
context
(Knowledge of the company / organization and its processes)

The individual on the job needs to know:
KA1. vision, mission and values of the company
KA2. company’s reporting structure to support and expedite project activities

KA3. company’s policy and work instructions on quality standards as well as
documentation policy
KA4. importance of the individual’s role in the workflow
KA5. company’s policy on business ethics and code of conduct
KA6. business and performance of the company
KA7. knowledge repository and various projects done by the company
KA8. occupational health and safety standards, handling of special and dangerous
goods, etc.

KA9. procedures for dealing with loss or damage to goods
KA10. value of items handled and implications of damage/loss of the same
KA11. risk and impact of not following defined work, safety and security procedures
KA12. company policy defined Turnaround Time (TATs) and output metrics for daily
operations
KA13. just in time (JIT) mode of inventory management
KA14. coding system followed to label items
KA15. ERP system of the organization

B. Technical
knowledge
The individual on the job needs to know:
KB1. process flow of service operation of basic supply chain value chain
KB2. state/country taxes and routing
KB3. use of ERP software including Warehouse Management System (WMS),
Material Management System (MMS) and Transport Management System
(TMS)

KB4. use of tools for documentation: MS excel and MS Word, etc.
KB5. statistical and quantitative analysis tools
KB6. use of spreadsheets to tabulate and analyze the data
KB7. structure and implications of fees and charges involved in transportation,
warehousing, processing clearances, etc.

KB8. transit rules and regulations
KB9. different Material Handling Equipment (MHEs) and other equipment used for
handling the shipment
KB10. procurement related concepts like Purchase order (PO), Invoices, procedures
etc.

KB11. forecasting process and models
Skills (S)
A. Core skills/
generic skills
Reading skills
The user/individual on the job needs to know how to read:
SA1. company’s work instructions, customer requirement and quality policy
SA2. legal policies and regulations
SA3. internal communications memorandums
SA4. legal documentation part of the shipment/ goods
SA5. checklists and daily reports

Writing skills
The user/individual on the job needs to know how to:
SA6. maintain records of as per company’s policy

SA7. make the note of instructions to team members
SA8. develop operating procedures, improvements and create documents for
internal understanding/use
SA9. write communications, letters both within the company and to other
stakeholders and clients
SA10. prepare daily reports, checklists and create documents for internal
communication

Oral communication (listening and speaking skills)
The user/individual on the job needs to know how to:
SA11. communicate with all levels of the people and all external stakeholders
SA12. share experiences and provide guidance to juniors and peers
SA13. listen to queiries and requirements of staff, internal departments, clients and
other external stakeholders

B. Professional skills Decision making
The user/individual on the job needs to know how to decide on:
SB1. appropriate forecasting techniques
SB2. actions to be take improver operational efficiency

Plan and organize
The user/individual on the job needs to know how to:
SB3. plan and define methodology for forecasting
SB4. arrange for all supporting history data to arrive on decision

Customer centricity
The user/individual on the job needs to know how to:
SB5. prepare realistic forecast of the manpower for smooth functioning of business

Problem solving
The user/individual on the job needs to know how to:
SB6. contribute to quality of team work and achieve smooth workflow
SB7. identify and resolve issues due to technical or human error
SB8. select on parameters to arrive on realistic forecast

Analytical thinking
The user/individual on the job needs to know how to:
SB9. analyse history data and arrive on realistic forecast

Critical thinking
The user/individual on the job needs to know how to:
SB10. create forecasting model to get results faster

Business development and stakeholder relations

Description This unit is about generating new business and maintaining relation with all
stakeholders
Scope This unit/task covers the following:
• Generate new business prospects
• Maintain customer relations
• Coordinate with government officials, vendors and contractors
Range: Computers, Enterprise resource planning (ERP), business lead softwares
Performance Criteria(PC) w.r.t. the scope

Element Performance Criteria
Generate new
business prospects
To be competent, the user/individual on the job must be able to:
PC1. obtain list of existing clients and new prospects from the company’s sales
database.
PC2. prepare sales targets and relationship strategies
PC3. prioritize the clients for contacting, based on the previous relationship
building calls made to each of them
PC4. call clients and prospects to seek meeting

PC5. meet client to offer new services and take feedback for current services
PC6. identify client’s business need and offer customized and bundled solutions
PC7. negotiate on costs, close the deal and collect organizational and payment
details of the client
PC8. take client’s feedback
PC9. update information into ERP, inform the relevant departments on sale
closure
Maintain customer
relations
To be competent, the user/ individual must be able to:
PC10. regularly interact with the client over phone, emails or personal visits and
quickly respond to their queries

PC11. address the query raised by the customers effectively and timely
PC12. take appropriate actions on escalations raised by customers
PC13. handle customer grievances such as damage or tampering of shipment,
extra charges levied, failure to deliver as per commitment, delays etc.
PC14. provide regular information to clients regarding new offerings, discounts,
customised solutions, etc.

Co-ordinate with
government officials,
vendors and
contractors
To be competent, the user/ individual must be able to:
PC15. liaise with customs, Partner Government Agencies (PGAs), other Govt.
departments, etc. and build professional relations with them
PC16. analyse and manage insurance claim requests

PC17. co-ordinate with marketing agencies for publicity of services of the company
PC18. negotiate with carriers, warehouse and transport operators, custom
brokers, insurance company representatives, vendors, etc. for services,
preferential rates, service level agreements (SLA), payment period, etc.
PC19. co-ordinate with labour contractor and local vendors for sufficient
workforce, carrier vehicle availability as per work demand

Knowledge and understanding (K)
A. Organizational
context
(Knowledge of the
company /
organization and
its proses)
The individual on the job needs to know :
KA1. vision, mission and values of the company
KA2. company’s reporting structure to support and expedite project acivities
KA3. company’s policy and work instructions on quality standards as well as
documentation policy

KA13. just in time (JIT) mode of inventory management
KA14. coding system followed to label items
KA15. the Information Technology (IT) system and ERP system of the organization

B. Technical
knowledge
The user/individual on the job needs to know :
KB1. process flow of service operation, value chain and basic supply chain value
map within the sub sector
KB2. state/country taxes and routing
KB3. local and global geographical knowledge
KB4. use of ERP software including Warehouse Management System (WMS),
Material Management System (MMS) and Transport Management System
(TMS)

KB10. significance of team coordination to achieve revenue and productivity targets
of the organisation
KB11. customer relationship management
KB12. about contract management and Service Level Agreement (SLA)

KB13. factors for evaluation of performance of vendors
Skills (S)
A. Core skills/ generic
skills
Reading skills
The user/ individual on the job needs to know how to read:
SA1. company quality policy, work instructions and customer requirement
SA2. transit rules and trade policies
SA3. regulatory requirement associated with custom clearance
SA4. e-mails, invoices, letters, notes, memos, agreement reports, etc.

Writing skills
The user/ individual on the job needs to know how to:
SA5. write e-mails and letters to government officials, customers, vendors, etc.
SA6. note information about vendors on factors like quality of service,on-time
order completion, cooperation etc

Oral communication (listening and speaking skills)
The user/ individual on the job needs to know how to:
SA7. listen the requirements of the client
SA8. communicate with clients, government officials and other external
stakeholders by using various communication channels
SA9. exchange information with other managers, supervisory and operational staff
at all levels
SA10. carefully listen to vendor concerns and issues

B. Professional skills Decision making
The user/ individual on the job needs to know how to:
SB1. decide corrective measures to improve customer ratings
SB2. decide actions to be taken on escalations raised by the customer
SB3. decide appropriate action for poor performance and lack of cooperation by
vendor/ Third-party logistics (3PL)
SB4. identify and prioritise on select clients and prospects for generating business

Plan and organize
The user/ individual on the job needs to know how to:
SB5. liaison with customers, government officials, vendors and staff to ensure that
smooth functioning of service centre/office
SB6. plan and organise review meetings with vendors, contractors
SB7. organise projects/ training plans for performance improvement

Customer centricity
The user/ individual on the job needs to know how to:
SB8. take prompt action on queries raised by the customer
SB9. address customer requirement and offer customised or bundled solutions
SB10. suggest ideas and solutions to increase customer loyalty and satisfaction

Problem solving
The user/ individual on the job needs to know how to:
SB11. resolve the queries raised by customers as well as government officials
SB12. address the queries raised by vendors, contractors and other external stakeholders

Analytical thinking
The user/ individual on the job needs to know and how to:
SB13. identify the factors that helped improve customer satisfaction
SB14. identify commonly preferred bundles and customizations
SB15. analyse reasons for customer dis-satisfaction
SB16. identify areas that are crucial for performance improvement

Critical thinking
The user/ individual on the job needs to know how to:
SB17. improve work processes by adopting best practices
SB18. act upon constructively on any problems as identified
SB19. handle personality clashes effectively

Review performance and develop performance improvement plan

Description This unit is about reviewing performance and developing performance improvement
plan
Scope This unit/task covers the following:
• Analyse activity wise operational performance
• Identify reasons for non-performance and areas for improvement
• Implement performance improvement action plans
• Provide leadership and direction

Range: Standard Operating Procedures (SOP), Management information system (MIS),
Enterprise Resource Planning (ERP), worksheets, stationery, computer, projector etc.
Performance Criteria(PC) w.r.t. the Scope
Element Performance Criteria
Analyse activity wise
operational
performance

To be competent, the user/ individual must be able to:
PC1. analyse activity related performance metrics
PC2. review output reports for escalated cases to identify reasons
PC3. review asset utilization rates and revenue per manpower
PC4. analyse trend of defaults, delays, etc. along with their reasoning
PC5. analyse the trends of various output metrics like average time per case,

average number delays per week, etc. to measure operational performance
Identify reasons for
non-performance and
areas of
improvement
To be competent, the user/ individual must be able to:
PC6. analyse reasons for non-performance with respect to each operation and
department

PC7. identify process improvement areas and departments
PC8. identify training needs and develop training plans
PC9. analyse resource utilization trends to arrive at cases of under-utilization and
poor equipment management
PC10. examine staff turnover issues
PC11. identify the department and staffs that are underperforming and take
necessary actions to improve performance

Implement performance review action plan
To be competent, the user/ individual must be able to:
PC12. prioritise performance improvement project implementation
PC13. develop strategic action plans to increase overall worker and operational
efficiency

PC14. communicate performance improvement benefits to senior management and
take their approval
PC15. establish key performance indicators, track regular performance output with
respect to set goals and take corrective actions

PC16. address all employee performance problems promptly and directly in
accordance with personnel policies
PC17. take necessary action in case of theft or fiddling with the shipment

Provide leadership and direction
To be competent, the user/ individual must be able to:
PC18. develop, implement, and manage departmental policies, procedures,
standards and strategies as required
PC19. set objectives and provide support to team members
PC20. communicate and emphasize on policies and standards in line with the
regulations laid down by various governing Acts
PC21. guide and support them to cope with work load

PC22. conduct meetings with staff to assess group’s overall performance; discuss
ideas for improvement and inform staff of new developments
PC23. support team members in identifying, developing and implementing new
ideas
PC24. direct the hiring, training, and performance evaluations of staff
Knowledge and understanding (K)
A. Organizational
context
(Knowledge of the
company /
organization and
its processes)

The user/individual on the job needs to know :
KA1. vision, mission and values of the company
KA2. company’s policy on business ethics and code of conduct
KA3. business and performance of the company
KA4. knowledge repository and various projects done by the company
KA5. reporting structure to support and expedite project acivities
KA6. escalation matrix for reporting issues/challenges

KA7. company’s policy and work instructions on quality standards
KA8. company’s personnel management and incentives rules
KA9. importance of the individual’s role in the workflow
KA10. company policy defined Turnaround Time (TATs) and output metrics for daily
operations
KA11. company’s approach towards skill up-gradation and technology
modernization
KA12. company’s training plans and schedules
B. Technical
Knowledge

The user/individual on the job needs to know :
KB1. process flow of service operation, value chain and basic supply chain map
within the sub sector
KB2. state/country taxes and routing
KB3. local and global geographical knowledge
KB4. use of ERP including Warehouse Management System (WMS), Material
Management System (MMS) and Transport Management System (TMS)
KB5. use of various tools for documentation: MS excel and MS Word, etc.
KB6. basics of statistical and quantitative analysis tools
KB7. use of spreadsheets to tabulate and analyze the data
KB8. structure and implications of fees and charges involved in transportation,
warehousing, etc.

KB9. transit rules and regulations
KB10. significance of team coordination to achieve revenue and productivity targets
of the organisation
KB11. customer relationship management and contract management, and Service
level agreements (SLA)
KB12. factors for evaluation of operational performance and utilization for
resources

KB13. different metrics of performance evaluation
KB14. different solutions to improve performance and utilization
Skills (S)
A. Core skills/
generic skills
Reading skills
The user/ individual on the job needs to know how to read:
SA1. company policy and standard work related documents
SA2. emails, letters and instructions
SA3. daily reports

Writing skills
The user/ individual on the job needs to know how to:
SA4. prepare reports on delivery performance, demand forecast, franchisee
performance etc.
SA5. write Minutes of Meeting, mails and memos
Oral communication (listening and speaking skills)
The user/ individual on the job needs to know how to:
SA6. interact with team members to work efficiently
SA7. communicate effectively with colleagues and vendors to achieve smooth
workflow

SA8. communicate quality standards and performance metrics clearly to all the
employees
SA9. listen to queries patiently and answer them aptly
B. Professional skills Decision making
The user/ individual on the job needs to know how to:
SB1. decide on corrective measures to improve performance
SB2. identify and prioritise modules of improvement plans
SB3. prioritise areas for performance improvement
SB4. decide on actions to be taken on any issues identified hampering operational
efficiency

SB5. identify departments providing high performance and departments with low
performance
SB6. decide on training plans and improvement plans for departments and
individuals
Plan and organize
The user/ individual on the job needs to know how to:
SB7. plan and organise performance review sessions
SB8. make action plan for performance improvement
SB9. organise projects/ training plans for performance improvement

SB10. monitor the activities of the performance improvement plan
SB11. plan and organise monitoring activities to ensure no breach in terms of
commitments
SB12. timely complete analysis on reports and issues identified
Customer centricity
The user/ individual on the job needs to know how to:
SB13. analyse performance with focus on customer requirement and ability to
improve satisfaction levels with customers
SB14. sensitise individuals towards customer satisfaction and train them accordingly

Problem solving
The user/ individual on the job needs to know how to:
SB15. resolve interpersonal issues among employees
SB16. resolve performance related bottlenecks with respect to individuals and
resources
SB17. guide staff towards appropriate training to improve performance and remove
bottlenecks
SB18. assess resource utilization and performance and suggest solutions to remove
bottlenecks

Analytical thinking
The user/ individual on the job needs to know how to:
SB19. analyse reports and take necessary action
SB20. analyse output and delivery performance to infer bottlenecks
SB21. assess the performance of resources to see capacity utilization
SB22. assess performance to see if there is a need for technology up-gradation or
training

Critical thinking
The user/ individual on the job needs to know how to:
SB23. improve work processes by adopting global best practices
SB24. resolve recurring inter-personal or system related conflicts with colleagues
that hinder service
SB25. act upon constructively on any problems as pointed by seniors
SB26. review performance with respect to requirement and compare with global
peers to see prospects for technology and skill up-gradation

Profit and loss Account management and cost accounting

Description This OS unit is about about Profit and loss account management and cost accounting
Scope This unit/task covers the following:
• Profit and loss account management and review
• Analysis of activity based costs
Range: Computers, Management information system (MIS), Enterprise resource
planning (ERP), performance review softwares

Performance Criteria(PC) w.r.t. the Scope
Element Performance Criteria
Profit and Loss
account management
and review
To be competent, the user/ individual must be able to:
PC1. review department wise budgets and make amendments if required
PC2. collate and prepare annual budgets along with sales and profit targets
PC3. schedule both capital and operational expenses accordance to the budget
PC4. analyse and review the P&L performance for the unit

PC5. analyse profitability and business performance trends department wise
PC6. periodically analyse variances in the expenditure with respect to the budget
and accordingly take corrective actions
PC7. periodically analyse the physical output and performance with respect to the
budget and identify places for improvements
PC8. undertake adequate risk management so as to meet Key Performance targets
PC9. manage and control budgets of different departments on a periodic basis to
optimise financial performance
Analysis of activity
based costs

To be competent, the user/ individual must be able to:
PC10. periodically review activity and department financial performance
PC11. identify the activities having high variance with respect to the budgeted costs
or the forecasted revenue
PC12. analyse the actual cost w.r.t physical output to draw inferences
PC13. identify reasons in discussion with department and take remedial and
corrective actions where-ever required
PC14. work towards rationalizing the cost of the activity wise operations to achieve
higher financial goals

Knowledge and understanding (K)
A. Organizational
context
(Knowledge of
the company /
organization and its processes)
The individual on the job needs to know :
KA1. vision, mission and values of the company
KA2. company’s reporting structure to support and expedite project acivities
KA3. company’s policy and work instructions on quality standards as well as documentation policy

KA13. coding system followed to label items
KA14. Information Technology (IT) system and ERP system of the organization
KA15. organizational goal for the year as well as branch/ territory targets
B. Technical
knowledge
The user/individual on the job needs to know :
KB1. process flow of service operation and understanding of basic supply chain
value chain

KB9. transit rules and regulations
KB10. working and capacities of different Material Handling Equipment (MHEs) and
other equipment used for handling the shipment
KB11. procurement related concepts like Purchase order (PO), Invoices, procedures
etc.

KB12. significance of team coordination to achieve revenue and productivity targets
of the organisation
KB13. various techniques for performance improvement and cost accounting
KB14. budgeting excercises
Skills (S)
A. Core skills/ Reading skills generic skills

The user/individual on the job needs to know how to read:
SA1. company’s work instructions, customer requirement and quality policy
SA2. egal policies and regulations
SA3. internal communications memorandums

SA4. written instructions, standard operating procedures
SA5. SOPs and documents required for all operational activities
SA6. inferences drawn from the system reports
SA7. financial statements

Writing skills
The user/individual on the job needs to know how to:
SA8. maintain the record of as per company’s policy
SA9. make the note of instructions to team members
SA10. develop operating procedures and update them
SA11. write communications, letters, etc.
SA12. prepare daily reports, checklists
SA13. prepare reports and presentations based on data analytics and ERP reports

Oral communication (listening and speaking skills)
The user/individual on the job needs to know how to:
SA14. communicate with client, external coordinators, internal staff effectively
SA15. motivate employees
SA16. share experiences and provide guidance to juniors and peers

B. Professional skills Decision making
The user/ individual on the job needs to know how to:
SB1. assess business performance to identify need for interventions
SB2. identify areas for improvement and accordingly suggest remedial action
SB3. identify areas for budget modifications and budget cuts
SB4. decide on ways to improve performance

Plan and organize
The user/ individual on the job needs to know how to:
SB5. plan and organise performance review sessions
SB6. make action plan for performance improvement
SB7. organise projects/ training plans for performance improvement
SB8. monitor the activities of the performance improvement plan

Customer centricity
The user/ individual on the job needs to know how to:
SB9. sensitive employees towards customer requirements
SB10. focus on customer satisfaction as a key part of the performance review

Problem solving
The user/individual on the job needs to know how to:
SB11. identify reasons for variances and resolve them in discussion with team and
management
SB12. suggest new technologies, capital purchases, operational strategies to enhance operational and financial performance

Analytical thinking
The user/individual on the job needs to know how to:
SB13. analyze reasons for variances across departments
SB14. compare with past trends to see if it is seasonal or cyclical in nature
SB15. identify areas that are crucial for improvement and accordingly revisit
budgets

Critical thinking
The user/individual on the job needs to know how to:
SB16. assess the financial performance and make strategic decisions regarding
budgets, focus areas
SB17. motivate and ensure output so as to achieve financial goals