Executive - Customer Service - VTR

Job Summary

Executive - Key Accounts. Reports To: Manager - Key Accounts. Location: Bangalore. Travel Required: 25%, 50%, 75%.

Executive/Sr Executive Key Accounts is responsible for delivering exceptional customer service to national and regional key accounts, driving revenue growth through strong client relationships. This role serves as the primary contact for client inquiries, ensuring timely service delivery and proactive issue resolution while tracking performance metrics to enhance customer satisfaction. The position requires a deep understanding of client needs to effectively position Blue Dart's services and achieve financial targets.

To provide exceptional customer service to national and regional key accounts while driving revenue growth through strategic relationship management. This role ensures client satisfaction by addressing inquiries and proactively meeting their business needs.

Key Roles and Responsibilities

• Serve as the primary point of contact for assigned key accounts, addressing queries, issues, and grievances efficiently.
• Build and maintain strong relationships with key decision-makers to identify business opportunities and drive revenue growth.
• Understand client needs to effectively position Blue Dart's services, ensuring timely service delivery and proactive shipment tracking.
• Monitor revenue performance, implement corrective actions to meet targets, and provide regular updates to clients.
• Track Net Service Levels (NSLs) and initiate remedial actions to enhance customer satisfaction, including handling claims as per company policy.

Qualifications and Experience

• Education. Any bachelor's degree.
• Relevant certifications in customer service or account management are a plus.
• Experience. Minimum of 5 years of experience in customer service, account management, or sales within the logistics or transportation industry.
• Experience. Proven track record of managing key accounts and driving revenue growth.
• Experience. Experience in building and maintaining relationships with senior decision-makers in client organizations.

Skills and Capabilities

Core Technical Skills

• Strong understanding of logistics and supply chain management principles.
• Proficiency in CRM software and data analysis tools to track performance metrics.
• Excellent knowledge of customer service best practices and complaint resolution processes.

Behavioural Competencies

• Exceptional communication and interpersonal skills for relationship building.
• Strong problem-solving abilities and proactive approach to addressing client needs.
• Ability to work collaboratively in a team environment and manage multiple priorities effectively.

Key Performance Indicators

• Maximize Financial Performance from Assigned Key Accounts.
• Cross-sell revenues generated from the assigned key accounts.
• Drive Customer Satisfaction in Assigned Key Accounts.
• Net Service Levels (NSLs) achieved.
• Customer Loyalty scores measured through surveys.
• % Call back commitment being met.
• Ensure Effective Customer Complaint Handling.
• % of claims settled within defined timelines.
• % adherence to defined turnaround times (TATs) for complaints.
• Ensure Performance Driven Culture.
• Adherence to Performance Management system timelines and guidelines.
• Participation in performance reviews and feedback sessions.

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.