01Responsibilities
Serve as the primary point of contact for assigned key accounts, addressing queries, issues, and grievances efficiently.Build and maintain strong relationships with key decision-makers to identify business opportunities and drive revenue growth.Understand client needs to effectively position Blue Darts services, ensuring timely service delivery and proactive shipment tracking.Monitor revenue performance, implement corrective actions to meet targets, and provide regular updates to clients.Track Net Service Levels (NSLs) and initiate remedial actions to enhance customer satisfaction, including handling claims as per company policy.Qualifications & Experience:
Education:
Any bachelors degree.Relevant certifications in customer service or account management are a plus.Experience:
Minimum of 5 years of experience in customer service, account management, or sales within the logistics or transportation industry.Proven track record of managing key accounts and driving revenue growth.Experience in building and maintaining relationships with senior decision-makers in client organizations.Skills & Capabilities:
Core Technical Skills:
Strong understanding of logistics and supply chain management principles.Proficiency in CRM software and data analysis tools to track performance metrics.Excellent knowledge of customer service best practices and complaint resolution processes.Behavioural Competencies:
Exceptional communication and interpersonal skills for relationship building.Strong problem-solving abilities and proactive approach to addressing client needs.Ability to work collaboratively in a team environment and manage multiple priorities effectively.Key Performance Indicators:
Sr. No.
Key Result Areas
Key Performance Indicators (KPIs)
1
Maximize Financial Performance from Assigned Key Accounts
- % increase in revenues from the assigned key accounts
- Cross-sell revenues generated from the assigned key accounts
2
Drive Customer Satisfaction in Assigned Key Accounts
- Net Service Levels (NSLs) achieved
- Customer Loyalty scores measured through surveys
- % Call back commitment being met
3
Ensure Effective Customer Complaint Handling
- % of claims settled within defined timelines
- % adherence to defined turnaround times (TATs) for complaints
4
Ensure Performance Driven Culture
- Adherence to Performance Management system timelines and guidelines
- Participation in performance reviews and feedback sessions
Why join DHL Blue Dart
When you join us, youre not just taking a jobyoure becoming part of a purpose-led movement thats reshaping the future of logistics across India and the world. At Blue Dart, we dont just deliver parcelswe deliver excellence, innovation, and opportunity every day.
Heres what makes us stand out:
Great Place to Work Certifieda testament to our people-first culture, inclusive .
