Job Title: Senior Executive - Customer Services
Function: Customer Service
Reporting to: Manager – Customer Services
1. Purpose
Responsible for the providing best in class customer service to the assigned national and regional key accounts and increasing the revenues from such accounts
2. Key Responsibilities
• Serve as a “Single Point of Contact” in Blue Dart for all queries, issues, grievances etc of the assigned key accounts
• Develop and maintain good relations with key decision makers in the client organization and continuously leverage such relationships to get more business for Blue Dart
• Develop deep understanding of the client’s business needs to identify the best manner of designing and positioning Blue Dart’s services to meet their requirements; Visit customers regularly along with sales teams to better understand their needs, requirements etc
• Ensure retention and revenue growth from the assigned key accounts; Track their revenues on a regular basis and take corrective actions, if any, to achieve the revenue targets
• Provide timely service delivery to all assigned key accounts including redressal of customer queries pertaining to shipments, tracking, transit times etc.
• Proactively track shipments of key accounts and ensure timely deliveries to such customers
• Organize priority delivery and special pickups for key accounts, in collaboration with operations, as and when required
• Track Net Service Levels (NSLs) to identify areas where customer satisfaction levels are not being met and initiate remedial actions, if required; Make quarterly presentation to the customers and share NSL data with them on a monthly basis
• Ensure handling of claims of key accounts as per the company policy/objectives
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3. Key Result Areas and Key Performance Indicators
A. Maximize Financial Performance from the assigned key accounts (Top 100 National Key Accounts and Regional Key Accounts)
• % increase in revenues from the assigned key accounts
• Cross-sell revenues from the assigned key accounts
B. Drive Customer Satisfaction in the assigned key accounts
• Net Service Levels
• Customer Loyalty scores
• % Call back commitment being met
C. Ensure Effective Customer Complaint Handling
• Claim Settlement
• % Adherence to defined TATs for Complaints resolution
D. Ensure Performance Driven Culture
• Adherence to Performance Management system timelines and guidelines
