Manager : Customer Service

5 days ago

Mumbai Metropolitan Region, India Blue Dart Full time

Job Title
Manager – Key Accounts
Function
Customer Service
Reporting to
Regional Customer Service Head

  • Purpose

Responsible for management of national and regional key accounts by ensuring proactive contact with them and maintaining a consistent high level of service delivery; Also responsible for mining and driving revenues from existing key accounts

  • Key Responsibilities

Responsibilities
Operational

  • Responsible for providing best in class customer service to all national and regional key accounts in the region through a dedicated team of Account Relationship Leads
  • Ensure retention and growth of all national and regional key accounts in the region (i.e. where the region is the lead sponsor)
  • Drive the mining and growth in revenues from existing national and regional key accounts in the region through Account Relationship Leads
  • Ensure profitability of all key accounts in the region and drive cross-selling of Blue Dart products to them
  • Support the sales team in conducting client visits, as and when required
  • Drive timely service delivery to all key accounts including redressal of customer queries pertaining to shipments, tracking, transit times etc
  • Ensure organizing of priority delivery and special pickups for key accounts, in collaboration with operations, as and when required
  • Drive proactive tracking of shipments to key accounts and ensure timely deliveries to such customers
  • Track Net Service Levels (NSLs) to identify areas where customer satisfaction levels are not being met and initiate remedial actions, if required
  • Ensure regular presentations are made to key customers with respect to the NSL data
  • Ensure professional handling of calls to key accounts in the region within the stipulated timelines and drive adherence to defined SLAs with respect to key performance metrics like response times, abandoned calls, call quality etc
  • Drive effective customer complaint handling in terms of escalations, late deliveries, claims etc
  • Support the conduct of customer service trainings for all employees in the KAM team
  • Monitor handling of claims of key accounts as per the company policy/objectives

People

  • Provide guidance and support to team members to help them discharge their duties effectively
  • Monitor the performance of the team on a continuous basis to identify key performers
  • Mentor and coach subordinates to develop the team's capabilities
  • Ensure that the team is adequately staffed as per the manpower requirements
  • Key Result Areas and Key Performance Indicators

S.No

Key Result Areas

Key Performance Indicators

Maximize Financial Performance

  • % increase in revenues from assigned National Key Accounts and Regional Key Accounts
  • Cross-sell revenues from assigned National Key Accounts and Regional Key Accounts

Drive Customer Satisfaction

  • Net Service Levels for Key Accounts (National and Regional) in the region
  • Customer Loyalty scores
  • % Call back commitment being met

Drive productivity of key accounts team in the region

  • Average revenues per FTE
  • % Revenue Growth per Key Account

Ensure Effective Customer Complaint Handling

  • Claim Settlement
  • % Adherence to defined TATs for Complaints resolution

Ensure Performance Driven Culture

  • Adherence to Performance Management system timelines and guidelines

Employee engagement and retention

  • Employee Satisfaction Score of employees in the team
  • % attrition in the team

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