1. Purpose
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Responsible for the providing best in class customer service to the assigned national and regional key accounts and increasing the revenues from such accounts
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2. Key Responsibilities
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Responsibilities
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- 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
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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 Key Accounts ) |
- % increase in revenues from the assigned key accounts
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- Cross-sell revenues from the assigned key accounts
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2. |
Drive Customer Satisfaction in the assigned key accounts |
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- % Call back commitment being met
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3. |
Ensure Effective Customer Complaint Handling |
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- % Adherence to defined TATs for Complaints resolution
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4. |
Ensure Performance Driven Culture |
- Adherence to Performance Management system timelines and guidelines
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Employment Type: FULL_TIME
