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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
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