Executive - Customer Services - BRO

* 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 * Key Responsibilities **Responsibilities** * 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 clients business needs to identify the best manner of designing and positioning Blue Darts 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 * Key Result Areas and Key Performance Indicators **Key Result Areas:** * Maximize Financial Performance from the assigned key accounts (Top 100 National Key Accounts and Regional Key Accounts ) * Drive Customer Satisfaction in the assigned key accounts * Ensure Effective Customer Complaint Handling * Ensure Performance Driven Culture **Key Performance Indicators** * % increase in revenues from the assigned key accounts * Cross\-sell revenues from the assigned key accounts * Net Service Levels * Customer Loyalty scores * % Call back commitment being met * Claim Settlement * % Adherence to defined TATs for Complaints resolution * Adherence to Performance Management system timelines and guidelines