Rita Charitable Trust

Courier Executive (1 years diploma )

Courier Executive click here

Brief Job Description: The individual is responsible for resolving customer
queries by co-ordinating with various departments, feeding data into Enterprise
Resource Planning (ERP) and analysing them to generate reports. S/he will also
undertake retail and institutional sales for courier and provide support for
custom clearances for shipments.

Courier Executive (1 years diploma )
Courier Executive (1 years diploma )

Qualifications Pack for Courier Executive

Options

Option 1: Forecasting
Sub sector – Warehousing
The unit is about conducting seasonal, past and regulatory trend analysis, prepare
different forecasting models, develop resource plan and budget
Personal Attributes: A courier executive should be proactive, organized, and eye for


details. S/he should be able to draw key findings based on data analysis. S/he should
have good computer skills and numerical skills. The individual should have good
interpersonal skills and ability to work with various stakeholders.

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 and Understanding 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
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 atleast 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.


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.
Qualifications Pack


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

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
Description


Description gives a short summary of the unit content. This would be helpful
to anyone searching on a database to verify that this is the appropriate OS
they are looking for.
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
5S Sort, Set In order, Shine, Standardize and Sustain
BOE Bill of Entry
CGST Central Goods and Services Tax
CRM Customer Relationship Management
CBr Customs agent/broker


ERP Enterprise Resource Planning
GST Goods and Services Tax
GSTIN Goods and Services Tax Identification Number
HR Human Resources


HSN Harmonised System of Nomenclature
ICEGATE Indian Customs EDI Gateway
ICES Indian Customs EDI System
IGST Integrated Goods and Services Tax


IT Information Technology
MHE Material Handling Equipment
MIS Management Information System
NSQF National Skills Qualifications Framework


OH&S Occupational Health and Safety
OS Occupational Standards
OSHA Occupational Safety and Health Administration
PAN Permanent Account Number
PPE Personal Protective Equipment


QP Qualifications Pack
SAC Service Accounting Code
SEZ Special Economic Zones
SGST State Goods and Services Tax
SOP Standard Operating Procedure


TMS Transport Management System
UIN Unique Identification Number
WMS Warehouse Management System

Feed data in ERP and analyse in courier hub
Description This unit is about feeding information into ERP and analyse data to draw inferences
and ensure information flow
Scope This unit/task covers the following:


• Obtain information from associate and supervisor
• Feed information into ERP
• Analyse and report
• Coordinate and communicate internally and to external stakeholders


Range: Barcode scanner, packing devices, packing material, markers and stationery,
computer, printer, ERP software, etc.
Performance Criteria(PC) w.r.t. the Scope
Element Performance Criteria
Obtain information
from associate and
supervisor


To be competent, the user/individual on the job must be able to:
PC1. collect information regarding shipments, loading, un-loading, packing and
binning activities, etc.


PC2. collect information regarding completions, priorities, delay, escalations, etc.
PC3. obtain information regarding changes in inventory
Feed in information
into ERP


To be competent, the user/ individual must be able to:
PC4. key in and update information regarding floor operations in ERP
PC5. key in and update information regarding priorities, completion status, delays,
escalations, etc.


PC6. key in and update information on inventory count based on regular feedback
Analyze and report To be competent, the user/ individual must be able to:
PC7. review entries made into the ERP with respect to daily floor operations
PC8. generate reports in ERP and conduct trend analysis and report to
management


PC9. provide a daily report to management regarding end of the day status
Coordinate and
communicate
internally and to
external stakeholders


To be competent, the user/ individual must be able to:
PC10. coordinate with customers to understand their requirements on dispatch,
tracking of orders, shipment in transit, etc.


PC11. coordinate with departments to resolve customer queries, update
information in ERP, etc.
PC12. liaise with suppliers and transport companies


Knowledge and understanding (K)

A. Organizational
context
The individual on the job needs to know and understand:
KA1. organizational procedures
KA2. different hubs and service stations of the organization
KA3. documentation and reporting as per organization’s mandate
KA4. security procedures to be followed


KA5. escalation matrix for reporting identified problems
KA6. risk and impact of not following defined procedures/work instructions
KA7. coding system followed to label mail
KA8. Information Technology (IT) system and ERP system of the organization
B. Technical
knowledge
The individual on the job needs to know and understand:
KB1. use of computer and associated equipment


KB2. basic trouble shooting regarding telephones and computers
KB3. operating the ERP system and generating reports
KB4. geographical spread of states and cities


KB5. labels and instructions in the customer query resolution log book
KB6. various escalations regarding resolving and catering to the customer query
KB7. overall process from pickup to delivery and different departments engaged in
the process


KB8. types of shipments being handled
KB9. special characteristics and handling requirements of shipments, if any
Skills (S)
A. Core skills/
Generic skills
Reading skills


The user/individual on the job needs to know how to read:
SA1. written instructions
SA2. invoicing label and shipment labels


SA3. shipment tags and labels
SA4. Reports generated from ERP and shared by supervisors, associates and
managers


Writing skills
The user/individual on the job needs to know how to write:
SA5. damage reports
SA6. generate daiy reports from ERP
SA7. presentations on operational trends


SA8. end of the day reports
Oral communication (listening and speaking skills)
The user/individual on the job needs to know how to communicate:
SA9. with supervisors and co-workers
SA10. collect information from supervisors, associates and peers


B. Professional skills Decision making
The user/individual on the job needs to know how to:
SB1. decide if data is authentic and accurate

SB2. identify errors in data reporting in ERP
SB3. infer trends and conclusions based on analysis


Plan and organize
The user/individual on the job needs to know how to
SB4. maintain puntuality and avoid absenteeism
SB5. plan for timely collection of information from spervisors and associates
SB6. organise the data to streamline data entry processes


SB7. be a team player and achieve joint goals
Customer centricity
The user/individual on the job needs to know how to:
SB8. adhere to the customer timelines
SB9. address the urgency of customers as per the instructions


SB10. speak politiely with customers and take their feedback constructively
Problem solving
The user/individual on the job needs to know ow to:
SB11. identify common trends and inform the management
SB12. suggest possible solutions for the common issues in daily operations
identified from data


Analytical thinking
The user/individual on the job needs to know how to:
SB13. verify the authenticity of the data and apply filters to remove abberations in
the data


SB14. analyse trends to identify defaults for corrective action as needed
Critical thinking
The user/individual on the job needs to know how to:
SB15. observe the data to identify abberations
SB16. cross check data to check for data gaps and mistakes in reporting

Institutional business development and client retention
Description This unit is about retaining institutional client and generating new business


Scope This unit/task covers the following:
• Plan and carry out business development activties
• Collect pending payment from customers
• Perform institutional post sale activities
• Retention of existing institutional clients


Range: Computer, Enteprise Resource Planning (ERP), Customer Relationship
Management (CRM) software, MS Office, projector, stationery, worksheets etc,
Performance Criteria(PC) w.r.t. the scope
Element Performance Criteria
Plan and carry out
business
development
activties


To be competent, the user/ individual must be able to:
PC1. assess reports in ERP to review sales gaps for different periods
PC2. feed information regarding new and existing clients in the CRM
PC3. source new leads and make initial introductory calls and visits
PC4. follow up with potential leads for meetings


PC5. inform the lead regarding the service offerings
PC6. negotiate with the leads on service offerings and prices
PC7. follow up to close the deal
Collect pending
payments from
customers


To be competent, the user/ individual must be able to:
PC8. inform customers regarding their payment dues
PC9. follow up on regular basis to collect payment of payment dues
PC10. escalate the matter to the manager, if the payment is not received despite
several follow ups
Perform institutional
post sales activtities


To be competent, the user/ individual must be able to:
PC11. update sales records and documentation logs of daily sales activities
PC12. inform regional/national sales team regarding outcome of sales pitch,
updates on target accounts and follow-up of last week’s prospects
Retention of existing
institutional clients


To be competent, the user/ individual must be able to:
PC13. take feedback from existing client regarding service levels and service
offerings


PC14. assist customers in resolving their queries
PC15. interact with customer to understand his/her changing requirements
PC16. propose new solutions, products based on customers’ requirement


Knowledge and understanding (K)

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


The individual on the job needs to know and understand:
KA1. organizational procedures
KA2. different hubs and service stations of the organization
KA3. documentation and reporting as per organization’s mandate
KA4. security procedures to be followed


KA5. escalation matrix for reporting identified problems
KA6. risk and impact of not following defined procedures/work instructions
KA7. coding system followed to label mail
KA8. Information Technology (IT) system and ERP system of the organization
B. Technical
knowledge


The individual on the job needs to know and understand:
KB1. use of computer and associated equipment
KB2. basic trouble shooting regarding telephones and computers
KB3. operating of the ERP system in


KB4. geographical spread of states and cities
KB5. labels and instructions regarding shipments and log books
KB6. escalations for resolving customer query
KB7. overall process of courier value chain


KB8. types of shipments being handled
KB9. special characteristics and handling requirements of goods, if any
Skills (S)
A. Core skills/
generic skills
Reading skills


The user/individual on the job needs to know how to read:
SA1. written instructions
SA2. invoicing label and shipment labels
Writing skills
The user/individual on the job needs to know how to:
SA3. reproduce customer queries when required
SA4. generate reports in ERP and CRM


SA5. prepare end of the day reports
Oral communication (listening and speaking skills)
The user/individual on the job needs to know how to communicate:
SA6. with customers and various internal departents
SA7. with and collect information from different departments
B. Professional skills Decision making


The user/individual on the job needs to know how to:
SB1. decide which department to escalate the query to
SB2. respond to the customers and which cases are to be escalated to a higher level
Plan and organize
The user/individual on the job needs to know and understand how to
SB3. plan and estimate the coordination required for resolving a querry
SB4. maintain puntuality

SB5. should respond to the client in a timely manner
SB6. prioritize and execute tasks based on client requirements
SB7. be a team player and achieve joint goals


Customer centricity
The user/individual on the job needs to know how to:
SB8. adhere to the customer timelines
SB9. address the urgency of customers roping in the relevant department


Problem solving
The user/individual on the job needs to know how to:
SB10. identify trends/common causes for delays, issue in tracking, etc.
SB11. co-ordinate and handle major issues with different departments


Analytical thinking
The user/individual on the job needs to know and understand how to:
SB12. assess customer requirements to pitch different products
SB13. analyse customer behaviour and make offering
SB14. suggest methods to maximise sales


Critical thinking
The user/individual on the job needs to know and understand how to:
SB15. focus on task at hand and complete it without errors and delays while
maintaining high customer satisfaction levels
SB16. negotiate and satisfy the customer

Perform branch sales
Description This unit is about performing branch sales activities
Scope This unit/task covers the following:
• Perform pre-sales activties
• Address customer requirements
• Perform sales closure
• Perform post sale activities


Range: Computer, Enteprise Resource Planning (ERP), Customer Relationship
Management (CRM) software, MS Office, projector, stationery, worksheets etc,
Performance Criteria(PC) w.r.t. the scope
Element Performance Criteria
Perform pre-sales
activties


To be competent, the user/individual on the job must be able to:
PC1. assess reports and ERP to review sales gaps for different periods
PC2. hand-over the list of prospective institutional clients to the institutional sales
team


PC3. prepare sales pitch for retail customers
PC4. feed information into the CRM
Address customer
requirements
To be competent, the user/individual on the job must be able to:
PC5. follow etiquettes while inviting and interacting with a walk-in customer in the
branch


PC6. listen to customer queries and answer the questions they ask
PC7. enquire customer’s requirements and identify possible solutions
PC8. recommend courier services as per customer requirement
PC9. describe the service features and benefits of the product offered to the
customer


Perform sales closure
activties
To be competent, the user/individual on the job must be able to:
PC10.provide information on timelines, specifications, tracking of delivery and
customer care


PC11. inform customer on price and payment options, and propose packages and
loyalty programs
PC12. collect details of customer/organization for processing delivery
PC13.receive and process cash, cheque and charge/credit payments and provide
receipt for the transaction
Perform Post sales


activities
To be competent, the user/individual on the job must be able to:
PC14.resolve customer queries within the stipulated timelines prescribed by the
organisation


PC15.update sales records and documentation logs of daily sales activities
PC16.handover the collected cash from the customers to the manager or custodian
at the end of the shift
PC17.prepare and submit daily reports on branch sales activities
Knowledge and understanding (K)

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


The individual on the job needs to know and understand:
KA1. organizational procedures
KA2. different hubs and service stations of the organization
KA3. documentation and reporting as per organization’s mandate
KA4. security procedures to be followed


KA5. escalation matrix for reporting identified problems
KA6. risk and impact of not following defined procedures/work instructions
KA7. coding system followed to label mail.
KA8. Information Technology (IT) system and ERP system of the organization


B. Technical
Knowledge
The individual on the job needs to know and understand:
KB1. use of a computer and associated data management devices
KB2. basic trouble shooting regarding telephones and computers
KB3. operating of the ERP/ Management Information System (MIS) system


KB4. geographical spread of states and cities
KB5. labels and instructions on shipments and customer log books
KB6. various escalations for resolving a customer query
KB7. overall process of courier value chain


KB8. types of shipments being handled
KB9. special characteristics and handling requirements of shipments
Skills (S)
A. Core skills/
generic skills
Reading skills


The user/individual on the job needs to know how to read:
SA1. written instructions
SA2. invoicing label and shipment labels


Writing skills
The user/individual on the job needs to know how to:
SA3. reproduce customer queries when required
SA4. generate reports in ERP and CRM
SA5. prepare end of the day reports


Oral communication (listening and speaking skills)
The user/individual on the job needs to know how to communicate:
SA6. with customers and various internal departents
SA7. with and collect information from different departments


B. Professional skills Decision making
The user/individual on the job needs to know how to:
SB1. decide which department to escalate the query to
SB2. respond to the customers and which cases are to be escalated to a higher level


Plan and organize
The user/individual on the job needs to know and understand how to
SB3. plan and estimate the coordination required for resolving a querry
SB4. maintain puntuality

SB5. should respond to the client in a timely manner
SB6. prioritize and execute tasks based on client requirements
SB7. be a team player and achieve joint goals


Customer centricity
The user/individual on the job needs to know how to:
SB8. adhere to the customer timelines
SB9. address the urgency of customers roping in the relevant department


Problem solving
The user/individual on the job needs to know how to:
SB10. identify trends/common causes for delays, issue in tracking, etc.
SB11. co-ordinate and handle major issues with different departments


Analytical thinking
The user/individual on the job needs to know and understand how to:
SB12. assess customer requirements to pitch different products
SB13. analyse customer behaviour and make offering
SB14. suggest methods to maximise sales


Critical thinking
The user/individual on the job needs to know and understand how to:
SB15. focus on task at hand and complete it without errors and delays while
maintaining high customer satisfaction levels
SB16. negotiate and satisfy the customer

Perform shipment classification and customs clearance support
Description This unit is about performing shipment classification and customs clearance support
Scope This unit/task covers the following:


• Classify the shipment and create Bill of Entry
• Identify cases requiring additional information
• Collect additional documents from the consignee
• Submit document to customs and follow-up for clearance


Range: Computer, Enterprise Resource Planning (ERP) software, bar code scanners,
custom forms, (HSN) code lists, Indian Customs EDI System (ICES), Indian Customs EDI
Gateway (ICEGATE), stationery, SOP, etc
Performance Criteria(PC) w.r.t. the scope


Element Performance Criteria
Classify the shipment
and create Bill of
Entry


To be competent, the user/individual on the job must be able to:
PC1. verify the consignments that require pre-clearance and update it in the system
PC2. collect and review all custom related documents handed over by the customs
support agent


PC3. request product description of the consignment
PC4. input data from the document into the system based on the type of
consignment


PC5. determine type of consignment and classify into relevant HSN code according
to the type of consignment
PC6. create Bill of Entry (BoE)/shipping bills based on consignment type
PC7. maintain and update a checklist for import/export clearances
PC8. escalate high priority errors to the customs broker and resolve the same
Identify cases


requiring additional
information
To be competent, the user/individual on the job must be able to:
PC9. obtain the list of shipments that is not cleared by customs
PC10. collect and compile documents available for the shipments


PC11. categorize the shipments on the basis of nature, priority, geography etc.
PC12. review the existing list of documents to assess the available information
PC13. assess the additional information/documents that are required for clearance
Collect additional
documents from
consignee


To be competent, the user/individual on the job must be able to:
PC14. communicate clearly the documents required for shipment clearance both on
telephone and via email


PC15. in case of non-availability of necessary documentation, contact the
consignee/consignor over phone, explain the context of the call and
communicate the reasons for shipment getting held up


PC16. provide consignee/consignor with duty and tax advice notification
PC17. seek payment approval from the consignee/consignor when the duty and tax
amounts payable exceeds payment limits, if applicable


PC18. follow up with the consignee/consignor for the required documents

PC19. cross check whether the received document is as per the requirement
Submit documents
with customs and
follow-up for
clearance


To be competent, the user/individual on the job must be able to:
PC20. contact customs agent/broker (CBr) regarding shipment clearance and
handover documents
PC21. follow up with the customs agent/broker (CBr) to check updated status of the
shipment clearance


PC22. inform the consignee regarding updated status and additional document
requirement, if any
PC23. inform the consignee regarding shipment clearance and direct him/her to
customer service team for delivery updates


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


The individual on the job needs to know and understand:
KA1. organizational procedures
KA2. different hubs and service stations of the organization
KA3. documentation and reporting as per organization’s mandate
KA4. security procedures to be followed


KA5. escalation matrix for reporting identified problems
KA6. risk and impact of not following defined procedures/work instructions
KA7. coding system followed to label mail
KA8. Information Technology (IT) system and ERP system of the organization
B. Technical
knowledge


The individual on the job needs to know and understand:
KB1. use of computer and associated data management devices
KB2. basic trouble shooting regarding telephones and computers
KB3. operating the ERP system in which details need to be checked
KB4. various HSN code classifications


KB5. basic understanding of bills of entry, shipping bills, country wise classification,
custom documentation requirement
KB6. exports and import classifications,
KB7. Special Economic Zones (SEZS), custom valuations and custom duties, etc.
KB8. labels and instructions in the customer query resolution log book and shipment
package


KB9. types of shipments being handled
KB10. special characteristics and handling requirements of shipments, if any
Skills (S)
A. Core skills/
generic skills
Reading skills
The user/individual on the job needs to know how to read:
SA1. written instructions
SA2. invoicing label and shipment labels


Writing skills
The user/individual on the job needs to know how to:
SA3. reproduce customer queries when required
SA4. generate reports in ERP and Customer Relationship Management (CRM)

SA5. prepare end of the day reports
Oral communication (listening and speaking skills)
The user/individual on the job needs to know how to communicate:
SA6. with customers and various internal departents


SA7. with and collect information from different departments
B. Professional skills Decision making
The user/individual on the job needs to know how to:
SB1. make a judgment as to what additional documents are required
SB2. decide which cases are to be escalated to a higher level


Plan and organize
The user/individual on the job needs to know and understand how to:
SB3. plan and estimate the co-ordination required for resolving a querry
SB4. maintain puntuality


SB5. should respond to the client in a timely manner
SB6. prioritize and execute tasks based on client requirements
SB7. be a team player and achieve joint goals


Customer centricity
The user/individual on the job needs to know and understand how to:
SB8. converse with the consignee in a suitable manner
SB9. adhere to the customer timelines


Problem solving
The user/individual on the job needs to know and understand how to:
SB10. identify trends/common causes for shipment hold-ups
SB11. identify the type of shipment and the customs regulations pertaining to it
Analytical thinking


The user/individual on the job needs to know and understand how to:
SB12. assess additional documents required for shipment clearance
SB13. keep track of the progress of each shipment in real time until clearance
Critical thinking


The user/individual on the job needs to know and understand how to:
SB14. focus on task at hand and complete it without errors and delays while
maintaining high customer satisfaction levels

Provide customer service and resolve queries
Description This unit is about providing customer satisfaction, identifying status of courier from
delivery team and resolving customer queries


Scope This unit/task covers the following:
• Understand customer queries
• Identify the present status for the raised queries
• Coordinate with other departments
Range: Computer, Enterprise Resource Planning (ERP) software, bar code scanners,
stationery, worksheets, standard documentation, etc.


Performance Criteria(PC) w.r.t. the scope
Element Performance Criteria
Understand customer
queries
To be competent, the user/individual on the job must be able to:
PC1. follow etiquettes while interacting with customer
PC2. request the customer for consignment booking information and verify if the
details are present in the system


PC3. listen to the customer’s query and ask questions to seek more information if
required
PC4. identify the right department to take care of the query
PC5. inform the customer that the query will be re-directed to the concerned
department for issue resolution


PC6. request customer to stay on-line while coordinating Delivery Management Cell
or raise internal query to the appropriate department
PC7. inform the customer about the status of the query and timeline for resolution
Identify the status of
the raised queries


To be competent, the user/ individual must be able to:
PC8. retrieve list of customer queries to be addressed from the system
PC9. prioritise the flagged and older unresolved queries
PC10. assess the information required and the associated Target Turn-around time,
after understanding customer’s query


PC11. track the shipment through the airway/ courier bill
PC12. track the status of payments, acknowledgements and other requirements
PC13. coordinate with respective departments to expedite resolution of query
Closure of query To be competent, the user/ individual must be able to:
PC14. collect the missing requirement/information/documentation required for
addressing the query


PC15. provide the collected information to customer and guide if required
PC16. facilitate between the customer and the respective department for closure
PC17. update closure of query in system
Knowledge and understanding (K)

A. Organizational
context
(Knowledge of the
company /
organization and
its processes)
The individual on the job needs to know and understand:
KA1. organizational procedures
KA2. different hubs and service stations of the organization
KA3. documentation and reporting as per organization’s mandate
KA4. security procedures to be followed


KA5. escalation matrix for reporting identified problems
KA6. risk and impact of not following defined procedures/work instructions
KA7. coding system followed to label mail.


KA8. Information Technology (IT) system and ERP system of the organization
B. Technical
knowledge
The individual on the job needs to know and understand:
KB1. use of computer and associated equipment


KB2. basic trouble shooting regarding telephones and computers
KB3. operating the ERP
KB4. geographical spread of states and cities


KB5. labels and instructions in the customer query resolution log book
KB6. various escalations regarding resolving and catering to the customer query
KB7. overall process from pickup to delivery and different departments engaged in
the process
KB8. types of shipments being handled


KB9. special characteristics and handling requirements of shipments, if any
Skills (S)
A. Core skills/
generic skills
Reading skills
The user/individual on the job needs to know how to read:
SA1. written instructions


SA2. invoicing label and shipment labels
Writing skills
The user/individual on the job needs to know how to:
SA3. reproduce customer queries when required
SA4. generate reports in ERP and Customer Relationship Management (CRM)
SA5. prepare end of the day reports


Oral communication (listening and speaking skills)
The user/individual on the job needs to know how to communicate:
SA6. with customers and various internal departents
SA7. with and collect information from different departments


B. Professional skills Decision making
The user/individual on the job needs to know how to:
SB1. make a judgment as to what additional documents are required
SB2. decide which cases are to be escalated to a higher level


Plan and organize
The user/individual on the job needs to know and understand how to:

SB3. plan and estimate the co-ordination required for resolving a querry
SB4. maintain puntuality


SB5. should respond to the client in a timely manner
SB6. prioritize and execute tasks based on client requirements
SB7. be a team player and achieve joint goals


Customer centricity
The user/individual on the job needs to know and understand how to:
SB8. converse with the consignee in a suitable manner
SB9. adhere to the customer timelines


Problem solving
The user/individual on the job needs to know and understand how to:
SB10. identify trends/common causes for shipment hold-ups
SB11. identify the type of shipment and the customs regulations pertaining to it


Analytical thinking
The user/individual on the job needs to know and understand how to:
SB12. verify the authenticity of the customer
SB13. keep track of the progress of each shipment in real time until clearance
SB14. Suggest ways to improve tracking of consignments in the system


Critical Thinking
The user/individual on the job needs to know and understand how to:
SB15. focus on task at hand ad complete it without errors and delays while
maintaining high customer satisfaction levels
SB16. identify bottlenecks and estimate timelines for clearances

Maintain integrity and ethics in operation
Description This unit is about maintaining integrity, ensuring data security, and professional and
ethical practices
Scope This unit/task covers the following:
• Maintain integrity and ensure data security
• Professional and ethical practices
• Ensure regulatory compliance


Range: Standard Operating Procedures (SOP), worksheets, computer, projector,
printer, display board and markers
Performance Criteria(PC) w.r.t. the Scope
Element Performance Criteria
Maintain integrity
ensuring data
security


To be competent, the user/ individual must be able to:
PC1. refrain from indulging in corrupt practices
PC2. avoid using company’s funds, property or resources for undertaking personal
activities


PC3. protect customer’s information and ensure it is not misused
PC4. protect data and information related to business or commercial decisions
Professional and
ethical practices


To be competent, the user/ individual must be able to:
PC5. avoid acceptance of cash or kind from vendors for support or contract
negotiations
PC6. demonstrate and practice ethics in day-to-day processes and dealings with
customers and colleagues


PC7. avoid nepotism
PC8. consult supervisor or senior management when in situations that may require
differentiating between ethical and unethical
PC9. report promptly all violations of code of ethics
PC10. dress up and conduct in a professional manner


PC11. communicate with clients and stakeholders in a soft and polite manner
PC12. follow etiquettes in accordance to the place
Ensure regulatory
compliance


To be competent, the user/ individual must be able to:
PC13. check for regulatory documentation and compliances for the shop floor as per
information from the supervisor


PC14. perform activities considering the regulatory requirements
PC15. use Personal Protective Equipment (PPEs) in accordance to regulatory
requirements


PC16. identify the different types of dangerous goods and handling methodologies
PC17. follow the Standard Operating Procedure (SOP) for handling of different types

of dangerous goods
PC18. consult supervisor or senior management when in situations that may require
differentiating between ethical and unethical
PC19. promptly report all regulatory violations


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. company’s policies on use of language
KA2. company’s Human Resources policies
KA3. company’s code of ethics
KA4. company’s whistle blower policy


KA5. company’s rules related to sexual harassment
KA6. company’s reporting structure
KA7. company’s documentation policy


B. Technical knowledge The user/individual on the job needs to know and understand:
KB1. principles of code of ethics and business ethics
KB2. various regulatory requirements
KB3. documentary compliance for various regulations
KB4. different dangerous shipment
KB5. regulations w.r.t dangerous shipment


Skills (S)
A. Core skills/
generic skills
Reading Skills
The individual on the job needs to know how to read:
SA1. company policy documents and work related documents
SA2. emails and written instructions


Writing Skills
The individual on the job needs to know how to fill:
SA3. documentation pertaining to ethics and regulatory requirement
Oral Communication (Listening and Speaking skills)
The individual on the job needs to know how to communicate with:
SA4. team members to work efficiently
SA5. peers and subordinates about information security and building trust


B. Professional skills
Decision making
The individual on the job needs to know how to:
SB1. identify a shipment as dangerous goods
SB2. assess if the situation needs to be reported regarding regulations


Plan and Organize
The individual on the job needs to know how to:
SB3. plan and organise actions as per company’s guidelines
Customer centricity
The individual on the job needs to know how to:
SB4. prevent company and customer information leakage

Problem solving
The individual on the job needs to know how to:
SB5. advisee colleagues regarding sensitive issues pertaining to conduct and
regulations


Analytical Thinking
The individual on the job needs to know how to:
SB6. provide professional services diligently and with integrity
Critical Thinking
The individual on the job needs to know how to:
SB7. avoid defaming company’s name by indulging into pilferage or fiddling with
quality or quantity of shipment


SB8. be fair and reasonable in profession and disclose conflict of interests

Follow health, safety and security procedures
Description This unit is about ensuring compliance with health, safety and security procedures at
the workplace
Scope This unit/task covers the following:
• Follow health, safety and security procedures
• Ensure compliance to health, safety and security


Range: Personal Protective Equipment (PPE), Material Handling Equipment (MHE),
instructional material, alarms, safety guidelines, safety signs, computer, projector etc.
Performance Criteria(PC) w.r.t. the Scope
Element Performance Criteria
Follow health, safety
and security
procedures


To be competent, the user/ individual must be able to:
PC1. make note of all safety processes in different location (cargo loading area,
ramp operation area, etc.) with reference to area of operation
PC2. wear all PPE such as goggles, ear plugs, helmet, mask, shoes, etc. as
applicable in the cargo movement area


PC3. follow standard driving practice to ensure safety of life and material
PC4. follow organizational protocol to deploy action in case of signs of any
emergency situation or accident or breach of safety
PC5. undertake periodical preventive health check ups


PC6. follow necessary Standard Operating Procedure (SOP) and precautions while
handling dangerous and hazardous goods
PC7. follow security procedures like green gate in port, customs area, factory
security, etc.


PC8. comply with data safety regulations of the organisation
PC9. follow standard safety procedures while handling hazardous / fragile cargo
and walk only on the designated pathway
Ensure compliance to
health, safety and
security


To be competent, the user/ individual must be able to:
PC10. recognise unsafe conditions and safety practices at the workplace and report
it to concerned authority
PC11. inspect the activity area and equipment for appropriate and safe condition
PC12. check if stacking is done at defined height and is not on the walk way
PC13. check if walk way is free from grease/ oil


PC14. check if emergency fire alarms, water sprinklers and smoke detectors are
installed at all places
PC15. participate in fire drills
PC16. check if standard material handling procedure are being followed
PC17. check if hold ladders, platforms and hand rails to be in a sound and safe
condition

PC18. check if all the safety and security related tags, labels and signage are placed
in the cargo
PC19. check if loading instrument is certified and operational
PC20. implement 5S at workplace
PC21. check if cargo has passed security checks and report in case of any violation


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


The individual on the job needs to know and understand:
KA1. health, safety and security policies and procedures
KA2. special instructions for hazardous cargo handling
KA3. defined standard operating procedures


KA4. risk and impact of not following defined procedures/work instructions with
reference to health, safety and security operations
KA5. escalation matrix for reporting identified problem
B. Technical
knowledge


The individual on the job needs to know and understand:
KB1. basics of Occupational Safety and Health Administration (OSHA)
KB2. 5S implementation and practice
KB3. necessary security procedures for airport, customs area, etc.
KB4. tools and equipment for material handling


KB5. standard material handling procedures while handling cargo
KB6. safety and security signage and their functions
KB7. different security tags, labels and signage
KB8. handling procedure for hazardous / fragile cargo


KB9. security procedures for dangerous / hazardous shipment
KB10. different PPE, their usage and purpose
KB11. safe driving techniques


Skills (S)
A. Core skills/
generic skills
Reading skills


The user/individual on the job needs to know how to read:
SA1. SOPs and safety precautions for different ground operations and handling
cargo


SA2. different documents related to security and movement of cargo
Writing skills
The user/individual on the job needs to know how to:
SA3. fill forms related to health, safety and security procedures
Oral communication (listening and speaking skills)
The user/individual on the job needs to know how to:


SA4. communicate clearly with colleagues regarding safety procedures
SA5. share experience and guide peers
B. Professional skills Decision making
The user/individual on the job needs to know how to:
SB1. decide how to avoid any damage / accident to personal health / cargo
handled, whenever required

SB2. act objectively, rather than impulsively or emotionally when faced with
difficult/stressful or emotional situations
Plan and organize
The user/individual on the job needs to know how to:
SB3. plan clearance of cargo in manner that it does hamper the safety of the cargo
and the loader/unloader


SB4. prioritize and execute tasks within the schedule time limits
SB5. plan and drive based on traffic and road condition using radio links/navigation
aids wherever available


Customer centricity
The user/individual on the job needs to know how to:
SB6. ensure safe and secure movement of shipments, cargos etc.


Problem solving
The user/individual on the job needs to know how to:
SB7. identify any threats on personal health, safety, security, etc. and take
appropriate actions
SB8. identify risks at the workplace and address them


Analytical thinking
The user/individual on the job needs to know how to:
SB9. analyse past mistakes and address them to avoid mishap in the future


Critical thinking
The user/individual on the job needs to know how to:
SB10. check that right safety measures and procedures are in place

Verify GST invoices
Description This unit is about checking applicability of GST and verifying invoice.
Scope This unit/task covers the following:
• Check applicability of GST
• Verify invoice
Range: Standard Operating Procedure (SOP), work sheets, computer, projector,
stationery


Performance Criteria(PC) w.r.t. the Scope
Element Performance Criteria
Check applicability of
GST


To be competent, the user/ individual must be able to:
PC1. identify location of service recipient and place of supply of services
PC2. identify proper classification of the transaction (i.e. Intra-State or Inter-state)


and determine the applicable Goods and Services Tax (GST): Central Goods
and Services Tax (CGST), Integrated Goods and Services Tax (IGST), State
Goods and Services Tax (SGST)


PC3. identify if GST is payable under reverse charge in case the Service provider is
unregistered party
Verify invoice To be competent, the user/ individual must be able to:
PC4. obtain name, address, Goods and Services Tax Identification Number (GSTIN),
Permanent Account Number (PAN), email id of service/ shipment provider
and recipient


PC5. obtain description of service, Service accounting code (SAC) / Harmonised
System of Nomenclature (HSN) code
PC6. receive unique identification number (UIN) for multilateral entity
PC7. check for relevant notification in case of exempt clients


PC8. calculate taxable value considering applicable rate of GST based on SAC/HSN
PC9. check for vendor invoices for all mandatory particulars and applicable GST


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


The individual on the job needs to know and understand:
KA1. reporting structure to support and expedite project acivities
KA2. company’s policy and work instructions on quality standards
KA3. company’s products and services


KA4. organisational guidelines for dealing with receipts and payments
KA5. company’s policy on mode of receipts
KA6. company’s policy on processes and methods of collection and payments


B. Technical knowledge
The individual on the job needs to know and understand:
KB1. financial concepts such as calculation of interest and taxes
KB2. Concept and applicability of GST
KB3. bifurcation of taxes


KB4. reverse charge mechanism
KB5. exemptions under GST

KB6. refund process
KB7. use of MS office (Excel, Word)
KB8. CGST Act, 2017 (preferable not mandatory)
Skills (S)
A. Core skills/
generic skills
Reading skills


The user/individual on the job needs to know how to read:
SA1. various accounting procedures and updates
SA2. forms and policy directives
SA3. vendor invoices


Writing skills
The user/individual on the job needs to know how to:
SA4. maintain record of invoices verified


Oral communication (listening and speaking skills)
The user/individual on the job needs to know how to:
SA5. coordinate with colleagues and seniors


B. Professional skills Decision making
The user/individual on the job needs to know how to:
SB1. decide on applicability of tax rates


Plan and organize
The user/individual on the job needs to know how to:
SB2. plan and organise information for verifying invoice


Customer centricity
The user/individual on the job needs to know how to:
SB3. ensure tax indicated is correct
SB4. inform about any errors or refunds to be sought and extra taxes to be paid


Problem solving
The user/individual on the job needs to know how to:
SB5. resolve tax related issues with accounts department and vendors


Analytical thinking
The user/individual on the job needs to know how to:
SB6. analyse invoices for tax calculation


Critical thinking
The user/individual on the job needs to know how to:
SB7. check for error in invoice

Forecasting and trend analysis
Description This unit is about forecasting and doing trend Analysis
Scope This unit/task covers the following:
• Conduct Trend analysis
• Forecast
Range: computer, printer, forecasting and analytical software, Enterprise Resource
Planning (ERP) etc.


Performance Criteria(PC) w.r.t. the scope
Element Performance Criteria
Conduct trend
analysis


To be competent, the user/individual on the job must be able to:
PC1. understand the trend analysis to be done and collect the relevant information
from ERP/documentation/ standalone computer files
PC2. apply data filters to process data before conducting analysis
PC3. conduct trend analysis to identify time trends and seasonal trends of
operational and business performance


PC4. conduct trend analysis of new business to identify seasonality and cyclical
natures
PC5. draw inferences and develop report based on trend analysis
Forecast To be competent, the user/individual on the job must be able to:
PC6. identify key parameters for forecasting based on past trends as well as
regulatory and business environment


PC7. prepare data for accepted forecasting approach
PC8. develop forecasts and share the data with management
PC9. conduct review meetings to finalize on the forecast
PC10. develop resource plan and budgets based on forecasts in consultation with
Manager


Knowledge and understanding (K)
A. Organizational
context
The individual on the job needs to know and understand:
KA1. company’s reporting structure to support and expedite project acivities
KA2. company’s policy and work instructions on quality standards, documentation,
etc.


KA3. importance of the individual’s role in the workflow
KA4. occupational health and safety standards and security procedures to be
followed
KA5. procedures for dealing with loss or damage to goods
KA6. coding system followed to label items
KA7. ERP and Information Technology (IT) system of the organization

B. Technical knowledge
The individual on the job needs to know and understand:
KB1. use a computer and associated data management devices
KB2. different material handling equipment and their uses
KB3. different geographical locations
KB4. information from the ERP system
KB5. labels and instructions


KB6. escalations regarding resolving and catering to the customer query
KB7. overall process in warehouse operations
KB8. different types of goods being handled and precautions and procedures with
respect to them particularly handling of special items and dangerous goods
KB9. various inventory counting methods and processes


Skills (S)
A. Core skills/
generic skills
Reading skills


The user/individual on the job needs to know how to read:
SA1. written instructions
SA2. product instructionsin ERP
SA3. reports and notes shared by supervisors and associates


Writing skills
The user/individual on the job needs to know how to:
SA4. write damage reports and daily output reports
SA5. generate daiy reports from ERP
SA6. print required stationery


Oral communication (listening and speaking skills)
The user/individual on the job needs to know and understand how to:
SA7. Communicate with supervisors and co-workers
SA8. collect information from supervisors and external stakeholders


B. Professional skills Decision making
The user/individual on the job needs to know and understand how to:
SB1. identify the most appropriate transporter considering customer requirements
SB2. decide if there are any mistakes or issues with transporter’s documents


Plan and organize
The user/individual on the job needs to know and understand how to
SB3. maintain puntuality
SB4. organise the data to streamline data entry processes
SB5. be a team player and achieve joint goals


Customer centricity
The user/individual on the job needs to know how to:
SB6. adhere to the timelines
SB7. factor in customer urgency while preparing forecasts

Problem solving
The user/individual on the job needs to know how to:
SB8. resolve basic issues with respect to various documentation of the transporter
SB9. verify the accuracy of the data and apply filters before analyzing data


Analytical thinking
The user/individual on the job needs to know how to:
SB10. analyse data trends to identify most suitable options


Critical thinking
The user/individual on the job needs to know how to:
SB11. observe the data to identify aberrations in data
SB12. cross check data to check for data gaps and mistakes in analysis