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Executive Customer Service : JMA
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Job Title | Executive/Sr. Executive - Key Accounts |
Function | Customer Services |
Reports To | Team Lead - Key Accounts |
Location | Head Office/Region |
Travel Required | 25% þ 50% ☐ 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 of logistics solutions. 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-paced logistics environment 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, leveraging this global logistics leader's network across 220 countries and territories to provide comprehensive express and logistics solutions to our clients. Our robust network and unmatched infrastructure have positioned the Blue Dart brand as a key India-grown logistics player with an unmatched and phenomenal global outreach rooted in the DHL brand of its majority shareholder.
We are proud to be consistently ranked among India's Top 100 Great Places to Work, combining it with DHL Group's Top Employer certification. Being an Employer of Choice is not just a goal it's a 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:
The Executive/Sr. Executive - Key Accounts is responsible for supporting day-to-day service delivery and relationship management for assigned national and regional key accounts. The role focuses on operational coordination, timely resolution 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, and accurate coordination 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.
Ensure tim ely and accurate resolution 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 to facilitate special 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 by identifying potential opportunities for cross-selling and value-added services.
Assist in 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 data required for customer reviews and discussions.
Identify service gaps impacting Net 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
Ensure accurate documentation of customer interactions, service requests, and resolutions in CRM systems.
Prepare regular MIS reports related to service performance, complaints, and SLA adherence.
Comply with standard 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 to logistics, express, or service-oriented industries is preferred.
Skills & Capabilities:
Core Technical Skills
Basic understanding of key account management and customer service processes.
Ability to tr ack 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 to identify issues early and escalate appropriately.
Key Performance Indicators:
Sr. No. | Key Result Areas | Key Performance Indicators (KPIs) |
1 | Ensure timely response to customer pickup and delivery requests |
|
2 | Drive revenues from the customer service channel |
|
3 | Ensure capability building of self |
|
4 | Ensure performance-driven culture |
|
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.
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 .
DHL Aero Expreso S.A. is a cargo airline based out of Panama City, Panama. It is wholly owned by Deutsche Post World Net and operates the group's DHL-branded parcel and express services in Central and South America. Its main base is Tocumen International Airport, Panama City.
Job ID: 151734615
