Senior Executive - Customer Service - BRO

Job Title: Senior Executive

• Customer Services Function: Customer Service Reporting to: Manager – Customer Services1. 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

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