Executive - Customer Services - BRO

Customer Service Manager

Responsible for providing best in class customer service to the assigned national and regional key accounts and increasing the revenues from such accounts

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 clients business needs to identify the best manner of designing and positioning Blue Darts 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

Key Result Areas and Key Performance Indicators

Maximize Financial Performance from the assigned key accounts (Top 100 National Key Accounts and Regional Key Accounts)

Drive Customer Satisfaction in the assigned key accounts

Ensure Effective Customer Complaint Handling

Ensure Performance Driven Culture

% increase in revenues from the assigned key accounts

Cross-sell revenues from the assigned key accounts

Net Service Levels

Customer Loyalty scores

% Call back commitment being met

Claim Settlement

% Adherence to defined TATs for Complaints resolution

Adherence to Performance Management system timelines and guidelines