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Senior Executive – Customer Service

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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:

Acts as the key liaison between high-value clients and internal teams, ensuring service delivery meets SLA expectations and builds strategic partnerships.
Job Purpose:

To ensure dedicated service for key clients, managing expectations, performance, and escalations effectively.
Key Roles & Responsibilities:

    • Build relationships with key clients and own SLAs.
    • Monitor account-wise service trends and feedback.
    • Lead monthly/quarterly reviews.
    • Coordinate issue resolution across functions.
Qualifications & Experience:

  • MBA or Graduate; 7+ years in B2B client service/account management
Skills & Capabilities:

  • Strong relationship and communication skills.
  • Analytical and proactive issue resolution.
  • Executive presence and negotiation.
Key Performance Indicators:

Sr. No.

Key Result Areas

Key Performance Indicators (KPIs)

1.

Client Satisfaction

  • CSAT by account

2.

SLA Compliance

  • Delivery and resolution metrics

3.

Escalation Mgmt

  • % resolved within agreed time

4.

Review Cadence

  • Review meeting compliance

5

Revenue Retention

  • Account churn reduction

Why join DHL Blue Dart?

When you join us, you become part of a purpose-driven organization that’s redefining logistics across India and beyond. Here’s what you can expect:
  • Competitive compensation and performance-linked incentives that reward your contribution.
  • Continuous learning through structured development programs, on-the-job coaching, and access to global best practices.
  • Comprehensive benefits including medical insurance (with optional parental cover), financial wellness programs, and generous paid time off.
  • A strong culture of recognition, inclusion, and respect—where your ideas matter and achievements are celebrated.
  • Access to cross-functional and global career paths within DHL Group’s diverse business portfolio.
  • The pride of working for India’s most awarded logistics brand, delivering excellence across 56,000+ locations and 220+ countries.
Join us and be part of a company that’s not only a leader in logistics—but also a trusted Employer of choice, committed to your growth, well-being, and long-term success.

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