Senior Executive - Customer Service-

JobTitl

1.Purpose

2.KeyResponsibilities

Responsibilities

Serveasa“SinglePointofContact”inBlueDartforallqueries,issues,grievancesetcoftheassignedkeyaccounts

Developandmaintaingoodrelationswithkeydecisionmakersintheclientorganizationandcontinuouslyleveragesuch relationshipstogetmorebusinessfor BlueDart

Developdeep understandingoftheclient‟s business needs to identify thebestmanner ofdesigningand positioning Blue Dart‟s services to meet their requirements; Visit customers regularly along with salesteamsto betterunderstandtheir needs, requirements etc

Ensure retention and revenue growth from the assigned key accounts; Track their revenues on a regularbasisand takecorrectiveactions,if any, to achievetherevenue targets

Providetimelyservicedeliverytoallassignedkeyaccountsincludingredressalofcustomerqueriespertaining to shipments, tracking,transit times etc.

Proactivelytrackshipmentsofkeyaccountsandensuretimelydeliveriestosuchcustomers

Organizeprioritydeliveryandspecialpickupsforkeyaccounts,incollaborationwithoperations,asandwhen required

Track Net Service Levels (NSLs) to identify areas where customer satisfaction levels are not being metandinitiateremedialactions,ifrequired;MakequarterlypresentationtothecustomersandshareNSLdatawiththem on amonthlybasis

Ensurehandlingofclaimsofkeyaccountsasperthecompanypolicy/objectives

3.KeyResultAreasandKeyPerformanceIndicators

S. No

KeyResultAreas

KeyPerformanceIndicators

1.

Maximize Financial Performance from theassignedkeyaccounts(Top100NationalKeyAccountsand RegionalKeyAccounts)

% increase in revenues from the assigned keyaccounts

Cross-sell revenues from the assigned keyaccounts

2.

DriveCustomerSatisfactionintheassignedkeyaccounts

NetServiceLevels

CustomerLoyaltyscores

�llbackcommitmentbeingmet

3.

EnsureEffectiveCustomerComplaintHandling

ClaimSettlement

�herencetodefinedTATsforComplaintsresolution

4.

EnsurePerformanceDrivenCulture

AdherencetoPerformanceManagementsystemtimelinesand guidelines