Job Title	Sr. Executive-Customer Service
Function	Customer Services
Reports To	Manager - Customer Service
Location	Lucknow
Travel Required	25%þ50%☐75%☐

About DHL Blue Dart Express India:

Blue Dart Express Limited, a listed company, is a leader in courier, integrated air express package distribution, and eCommerce in South Asia, offering a wide range oflogisticssolutions. Founded in 1983, it is recognised for reliable, time-bound, and secure delivery services across 55,000+ locations in India as well as internationally. Its competencies span across evaluation and contracting, planning and transition, delivery and execution, and specific service capabilities. We pride ourselves on innovation, digitalization, service excellence, and creating long-term partnerships with our clients, enabling businesses to thrive in the fast-pacedlogisticsenvironment and ever-evolving supply-chains. It wholly-owns India's only scheduled air cargo airline, Blue Dart Aviation Limited, since May 1994, and the Concorde Air Logistics Limited, a transport, storage, and communications business, since May 2004.

Blue Dart Express Limited is a part of the DHL Group's DHL eCommerce division,leveragingthis globallogisticsleader's network across 220 countries and territories to provide comprehensive express andlogisticssolutions to our clients. Our robust network and unmatched infrastructure have positioned the Blue Dart brand as a key India-grownlogisticsplayer with an unmatched and phenomenal global outreach rooted in the DHL brand of its majority shareholder.

We are proud to be consistently ranked amongIndia's Top 100 Great Places to Work, combining it with DHL Group's Top Employer certification. Being anEmployer of Choiceis not just a goalit'sa fundamental part of who we are, committed to creating a workplace where people are valued, empowered, and wear the sobriquet Blue Darter with honour.

If you are looking to join a purpose-led, people-first, company that shapes India's supply-chains with integrity and safety,Blue Dart is where you belong. Blue Dart offers competitive compensation and comprehensive benefits, access to cross-functional, succession planning and global career paths, and strong culture of recognition.

Position Overview:

TheSr. Executive-Customer Serviceis responsible forsupporting day-to-day service delivery and relationship management for assigned national and regional key accounts. The role focuses on operational coordination,timelyresolution of customer queries, proactive shipment tracking, and support for revenue growth initiatives under the guidance of the Team Lead / Manager - Key Accounts. The incumbent plays a critical role in ensuring customer satisfaction, SLA adherence, and consistent service experience in line with Blue Dart's standards.

Job Purpose:

To support effective management of national and regional key accounts by ensuring smooth service operations, responsive customer support, andaccuratecoordination with internal teams, contributing to customer satisfaction and account retention.

Key Roles & Responsibilities:

Key Account Support & Service Delivery

Act as the primary point of contact for day-to-day service-related interactions with assigned key accounts.

Ensuretimelyandaccurateresolution of customer queries related to shipments, tracking, delivery timelines, and service requests.

Proactively track shipments for key accounts and highlight potential service issues or delays.

Coordinate with operations teams tofacilitatespecial pick-ups, priority deliveries, and service recovery actions.

Ensure adherence to defined SLAs, response timelines, and service quality standards.

Revenue Support & Account Development

Support account mining initiatives byidentifyingpotential opportunities for cross-selling and value-added services.

Assistin tracking account-wise revenue performance and sharing insights with Team Lead / Manager.

Support execution of agreed customer growth and retention initiatives.

Customer Engagement & Relationship Management

Maintain professional and responsive communication with customers to ensure consistent service experience.

Support preparation of service updates, reports, and datarequiredfor customer reviews and discussions.

Identifyservice gapsimpactingNet Service Levels (NSLs) and escalate for corrective action.

Complaint & Claim Coordination

Register, track, and follow up on customer complaints, escalations, and service issues.

Coordinate claims documentation and follow-ups in line with company policies and timelines.

Ensure customers are kept informed on status updates until closure.

Process Adherence & Reporting

Ensureaccuratedocumentation of customer interactions, service requests, and resolutions in CRM systems.

Prepare regular MIS reports related to service performance, complaints, and SLA adherence.

Comply withstandard operating procedures, policies, and compliance requirements.

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 & Experience:

Education

Essential: Bachelor's degree in any discipline.

Preferred: Degree or certification in Business Administration or Customer Service.

Experience

1-3 years of experience in customer service, key account support, or relationship management roles.

Exposure tologistics, express, or service-oriented industries is preferred.

Skills & Capabilities:

Core Technical Skills

Basic understanding of key account management and customer service processes.

Ability to track shipments, service requests, and customer commitments.

Familiarity with SLA / NSL metrics and service reporting.

Working knowledge of CRM systems and MS Office tools.

Behavioural Competencies

Customer Orientation: Strong focus on service quality and responsiveness.

Communication Skills: Clear and professional written and verbal communication.

Execution Discipline: Ability to follow processes and meet timelines consistently.

Collaboration: Works effectively with internal teams and supervisors.

Problem-Solving: Ability toidentifyissues early and escalate appropriately.

Key Performance Indicators:

Sr. No.	Key Result Areas	Key Performance Indicators (KPIs)
1	Ensuretimelyresponse to customer pickup and delivery requests	% of calls answered within defined number of rings/seconds Number of abandoned calls Average number of calls handled Adherence to defined timelines for pickup requests
2	Drive revenues from the customer service channel	Revenue from Cash Desk Sales, TDD
3	Ensure capability building of self	Scores on functional training-related tests
4	Ensure performance-driven culture	Adherence to Performance Management System timelines and guidelines

Why join DHL Blue Dart

When you join us,you'renot just taking a job-you'rebecoming part of a purpose-led movementthat'sreshaping the future oflogisticsacross India and the world. At Blue Dart, wedon'tjust deliver parcels-we deliver excellence, innovation, and opportunity every day.

Here'swhat 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 payand 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 celebratesdiversity, innovation, and bold thinking-where your voice is heard and your contributions matter.

Global career pathsacross the DHL Group, opening doors to opportunities in 220+ countries and territories.

The pride of working withIndia's most awardedlogisticsbrand, trusted by millions and driven by purpose.

This is your chance to do meaningful work, build a career without borders, and thrive in a companythat'snot justa logisticsleader-but a Great Place to Work.Come grow with us.

Disclaimer:
At Blue Dart Express Limited, all recruitment is conducted through a fair, transparent, and merit-based process aligned with our commitments to Human Rights and Diversity, Equity, Inclusion & Belonging (DEIB).

Blue Dart does not request or accept any fees, deposits, or payments from candidates at any stage of the recruitment or onboarding process. Any such request is fraudulent and unauthorized.

Blue Dart shall not be responsible for any loss arising from such fraudulent activity. For verification, candidates may write to.

Senior Executive Customer Service: Lucknow