Executive - Customer Services - KAM BRO (Etail)

Job Title

Executive – Key Accounts (Etail)

Function

Customer Service

Reports To

Manager – Key Accounts

Location

BRO, Bangalore

Travel Required

25% ☐ 50% þ 75% ☐

About DHL Blue Dart Express India:

At Blue Dart, we go beyond delivering shipments—we deliver trust, precision, and excellence. As India's most reliable express logistics provider, we empower commerce by reaching over 56,000+ locations across India and connecting to 220+ countries through our global DHL network. Backed by the strength of DHL Group, we bring together international standards with deep local expertise. Our dedicated Boeing freighter fleet, 12,000+ vehicles, and best-in-class service ensure time-definite delivery that businesses and customers count on every day.

We are proud to be consistently ranked among India's Top 100 Great Places to Work and recognized as part of the DHL Group's Top Employer certification across multiple regions. Being an Employer of Choice is not just a goal—it's a fundamental part of who we are. We are committed to creating a workplace where people feel valued, empowered, and proud to belong.

If you're looking to join a purpose-led, people-first organization that shapes India's supply chain with integrity and care—Blue Dart is where you belong.

Position Overview:

The 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.

Job Purpose:

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 & 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 & 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.
• Proven track record of managing key accounts and driving revenue growth.
• Experience in building and maintaining relationships with senior decision-makers in client organizations.

Skills & 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:

Sr. No.

Key Result Areas

Key Performance Indicators (KPIs)

1

Maximize Financial Performance from Assigned Key Accounts

- % increase in revenues from the assigned key accounts

- Cross-sell revenues generated from the assigned key accounts

2

Drive Customer Satisfaction in Assigned Key Accounts

- Net Service Levels (NSLs) achieved

- Customer Loyalty scores measured through surveys

- % Call back commitment being met

3

Ensure Effective Customer Complaint Handling

- % of claims settled within defined timelines

- % adherence to defined turnaround times (TATs) for complaints

4

Ensure Performance Driven Culture

- Adherence to Performance Management system timelines and guidelines

- Participation in performance reviews and feedback sessions

Why join DHL Blue Dart?

When you join us, you're not just taking a job—you're becoming part of a purpose-led movement that's reshaping the future of logistics across India and the world. At Blue Dart, we don't just deliver parcels—we deliver excellence, innovation, and opportunity every day.

Here's what makes us stand out:

• Great Place to Work Certified—a testament to our people-first culture, inclusive environment, and commitment to your growth and well-being.
• Competitive pay and performance-linked rewards that truly recognize your impact.
• Structured learning, global exposure, and on-the-job coaching to help you grow faster than ever.
• Best-in-class benefits—from comprehensive medical cover (including optional parental care) to financial wellness and generous time off.
• A culture that celebrates diversity, innovation, and bold thinking—where your voice is heard and your contributions matter.
• Global career paths across the DHL Group, opening doors to opportunities in 220+ countries and territories.
• The pride of working with India's most awarded logistics brand, trusted by millions and driven by purpose.

This is your chance to do meaningful work, build a career without borders, and thrive in a company that's not just a logistics leader—but a Great Place to Work. Come grow with us.