Customer Service Assistant Manager : DEL NRO

Job Summary

Job Title: Assistant Manager - Customer Service

Function: Customer Services

Reports To: Manager Customer Service

Location: Delhi

Travel Required: 25%

Position Overview

The Team Lead - Key Accounts is responsible for managing and supporting national and regional key accounts within the region by ensuring consistent service delivery, proactive customer engagement, and identification of revenue growth opportunities. The role focuses on hands-on account management, coordination with internal teams, and guiding Account Relationship Leads to drive customer retention, satisfaction, and profitability in line with Blue Dart's service standards.

Job Purpose

To strengthen relationships with national and regional key accounts by ensuring reliable service delivery, proactive engagement, and revenue growth through effective day-to-day account management and team coordination.

Responsibilities

Key Account Management

• Service Delivery. Deliver high-quality service to national and regional key accounts through effective coordination with Account Relationship Leads and internal stakeholders.
• Support retention and growth of assigned key accounts where the region acts as the lead sponsor.
• Ensure timely and accurate resolution of customer queries related to shipments, tracking, and transit timelines.
• Coordinate special pick-ups and priority deliveries with operations teams for key accounts.
• Monitor proactive shipment tracking and adherence to SLAs related to response time, service quality, and customer commitments.

Revenue Growth

• Account Development. Support mining of existing accounts to identify incremental revenue opportunities.
• Drive cross-selling and value-added service initiatives for national and regional key accounts.
• Track account performance and support actions to improve revenue contribution and account health.

Relationship Management

• Customer Engagement. Maintain strong working relationships with clients through regular interactions, reviews, and service updates.
• Identify service gaps impacting NSLs and escalate for corrective action.
• Ensure professional, consistent, and responsive handling of all customer interactions.

Complaint Claim Management

• Manage and support resolution of service escalations, late deliveries, claims, and customer complaints.
• Coordinate claims handling for key accounts in line with company policies and defined timelines.

Team Leadership

• Capability Building. Provide day-to-day guidance, direction, and support to Account Relationship Leads.
• Monitor team performance to identify high performers and training or development needs.
• Coach and mentor team members to enhance service quality and account management capability.
• Support manpower planning and ensure adequate coverage for assigned key accounts.
• Facilitate participation in customer service and key account training programs.

EMS

• Ensure that EMS is properly implemented and that environmental matters are properly handled at all stages.
• The incumbent should be ISO 14001:2015 trained or has a good awareness about Environmental initiatives/ ESG.
• Should be able to handle environmental customer complaints smoothly.

Qualifications

Education

• Essential: Bachelor's degree in Business Administration or a related discipline.
• Preferred: Postgraduate qualification in Management or related field.

Experience

• 3 - 5 years of experience in key account management, customer service, or relationship management roles.
• Experience supporting large or strategic accounts within logistics, express, or service-driven industries is preferred.

Skills

• Core Technical Skills. Working knowledge of key account management processes and client relationship practices. Exposure to revenue mining, cross-selling initiatives, and basic profitability tracking. Ability to track service metrics such as NSL, SLA adherence, and customer satisfaction indicators. Understanding of complaint, claim, and escalation handling processes.
• Behavioral Competencies. Customer Orientation: Strong focus on building trusted and long-term customer relationships. Team Leadership: Ability to guide, support, and motivate team members. Communication Skills: Clear, professional, and effective client and internal communication. Execution Focus: Ability to balance service delivery priorities with revenue objectives. Problem-Solving: Structured approach to resolving escalations and service issues.

Key Performance Indicators

• Financial Performance. % revenue growth from assigned key accounts; cross-sell revenue contribution.
• Customer Satisfaction. NSL scores; customer loyalty scores; % call-back commitments met.
• Team Productivity. Average revenue per FTE; account-wise performance improvement.
• Complaint Claim Handling. Adherence to TATs for complaint resolution; timely claim closure.
• Performance Culture. Adherence to performance management timelines and processes.
• Employee Engagement Retention. Employee satisfaction score; team attrition rate.

Disclaimer: This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.