Manager - Customer Service - MRO

Job Title

Manager 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, grievancesetcof the assigned key accounts

  
  
  

• Develop andmaintaingood relations with key decision makers in the client organization and continuouslyleveragesuch relationships to get more business for Blue Dart

  
  
  

• Develop deep understanding of the client’s business needs toidentifythe 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, requirementsetc

  
  
  

• 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

  
  
  

• Providetimelyservice delivery to all assigned key accounts including redressal of customer queriespertaining toshipments, tracking, transittimesetc.

  
  
  

• Proactively track shipments of key accounts and ensuretimelydeliveries to such customers

  
  
  

• Organize priority delivery and special pickups for key accounts, in collaboration with operations, as and whenrequired

  
  
  

• Track Net Service Levels (NSLs) toidentifyareas where customer satisfaction levels are not being met andinitiateremedial actions, ifrequired; Make quarterly presentation to the customers and share NSL data with themon a monthly basis

  
  
  

• Ensure handling of claims of key accounts as per the company policy/objectives

  
  
  

3. Key Result Areas and Key Performance Indicators

S. No

Key Result Areas

Key Performance Indicators

1.

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

• % increase in revenues from the assigned key accounts

  
  
  

• Cross-sell revenues from the assigned key accounts

  
  
  

2.

Drive Customer Satisfaction in the assigned key accounts

• Net Service Levels

  
  
  

• Customer Loyalty scores

  
  
  

• % Call back commitment being met

  
  
  

3.

Ensure Effective Customer Complaint Handling

• Claim Settlement

  
  
  

• % Adherence to defined TATs for Complaints resolution

  
  
  

4.

Ensure Performance Driven Culture

• Adherence to Performance Management system timelines and guidelines