Senior Executive Customer Service

Key Account Executive

Job Title Key Account Executive

Function Regional Business

Reporting to Manager Key Accounts

• 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 client's business needs to identify the best manner of designing and positioning
  
  

Blue Dart's 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
• Handle calls within the stipulated timelines and ensure adherence to defined SLAs with respect to key performance
  
  

metrics like response times, abandoned calls, call quality etc

• 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
  
  

S.no Key Result Areas Key Performance Indicators

• Maximize Financial Performance from the assigned key accounts (Top 100 National Key Accounts and Regional Key Accounts )
• % increase in revenues from the assigned key accounts
• Cross-sell revenues from the assigned key accounts
• Drive Customer Satisfaction in the assigned key accounts
• Net Service Levels
• Customer Feedback Scores (NPS scores)
• Customer Loyalty scores
• % Call back commitment being met
• Grade of service o % of calls answered within defined number of rings/ seconds o Abandoned calls
• Ensure Effective Customer Complaint Handling
• Customer Complaint Audit Scores
• % Adherence to defined TATs for Complaints resolution
• Ensure Performance Driven Culture
• Adherence to Performance Management system timelines a