Executive - Customer....
Executive - Customer Service Key Accounts - BlueDart Express -Bangalore
Posted on :
06-02-2024
Employer Active
1 Vacancy
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Monthly Salary
Not Disclosed
Salary Not Disclosed
Vacancy
1 Vacancy
Posted on :
06-02-2024
Job Description
Req ID : 2507690
JOB Description:
Hiring for Bluedart Express Ltd Bangalore Location India largest Integrated Courier Logistics and Cargo company with Largest market share in the Industry
Role: Account Relationship Lead
Job Title: Executive Customer Service
Function Customer Service
Reporting to Manager Key Accounts
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:
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
Requirements:
Qualification : Graduate in any stream
Computer Knowledge: Well versed with hands on experience Microsoft Excel word and PowerPoint
Languages: Fluent in spoken and written English is a must Spoken Hindi Kannada or any of the regional languages
Experience of 25 years in customer service and key account management role with ability to manage Large accounts
Candidates from Logistics Cargo Courier and supply chain management with B2B/B2C experience are preferred
Excellent spoken and written communication skills
Good Articulation skills and Empathetic approach to customers both internal & External
Speaks in clear and concise manner
Key Result Areas and Key Performance Indicators
1. Maximize Financial Performance from the assigned key accounts (Top 100 National Key Accounts and Regional Key Accounts )
a)% increase in revenues from the assigned key accounts
b)Crosssell revenues from the assigned key accounts
2. Drive Customer Satisfaction in the assigned key accounts
a)Net Service Levels
b)Customer Loyalty scores
c) % Call back commitment being met
3. Ensure Effective Customer Complaint Handling
a)Claim Settlement
b) % Adherence to defined TATs for Complaints resolution
4. Ensure Performance Driven Culture
a)Adherence to Performance Management system timelines and guidelines
Our Client Bluedart is an Equal opportunity Employer
customer service,key account management,computer literacy,key account growth
Employment Type
Full Time
Key Skills
- Abinitio
- Business Analysis
- Logistics & Procurement
- Client Services
- Business Analytics
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