Job Title Assistant Manager – Customer Service
Function- Customer Services Reports To
Manager – Customer Service
Location -Delhi
Head Office/Region Travel Required
25% . 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 Team Lead – Key Accounts is responsible for managing and supporting national and regional key accounts within the region by ensuring consistent service delivery, proactive customer engagement, and identification of revenue growth opportunities. The role focuses on hands-on account management, coordination with internal teams, and guiding Account Relationship Leads to drive customer retention, satisfaction, and profitability in line with Blue Dart’s service standards.
Job Purpose:
To strengthen relationships with national and regional key accounts by ensuring reliable service delivery, proactive engagement, and revenue growth through effective day-to-day account management and team coordination. Key Roles & Responsibilities:
Key Account Management & Service Delivery
- Deliver high-quality service to national and regional key accounts through effective coordination with Account Relationship Leads and internal stakeholders.
- Support retention and growth of assigned key accounts where the region acts as the lead sponsor.
- Ensure timely and accurate resolution of customer queries related to shipments, tracking, and transit timelines.
- Coordinate special pick-ups and priority deliveries with operations teams for key accounts.
- Monitor proactive shipment tracking and adherence to SLAs related to response time, service quality, and customer commitments.
Revenue Growth & Account Development
- Support mining of existing accounts to identify incremental revenue opportunities.
- Drive cross-selling and value-added service initiatives for national and regional key accounts.
- Track account performance and support actions to improve revenue contribution and account health.
Relationship Management & Customer Engagement
- Maintain strong working relationships with clients through regular interactions, reviews, and service updates.
- Identify service gaps impacting Net Service Levels (NSLs) and escalate for corrective action.
- Ensure professional, consistent, and responsive handling of all customer interactions.
Complaint & Claim Management
- Manage and support resolution of service escalations, late deliveries, claims, and customer complaints.
- Coordinate claims handling for key accounts in line with company policies and defined timelines.
Team Leadership & Capability Building
- Provide day-to-day guidance, direction, and support to Account Relationship Leads.
- Monitor team performance to identify high performers and training or development needs.
- Coach and mentor team members to enhance service quality and account management capability.
- Support manpower planning and ensure adequate coverage for assigned key accounts.
- Facilitate participation in customer service and key account training programs.
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 Business Administration or a related discipline.
- Preferred: Postgraduate qualification in Management or related field.
Experience
- 3 - 5 years of experience in key account management, customer service, or relationship management roles.
- Experience supporting large or strategic accounts within logistics, express, or service-driven industries is preferred.
Skills & Capabilities:
Core Technical Skills
- Working knowledge of key account management processes and client relationship practices.
- Exposure to revenue mining, cross-selling initiatives, and basic profitability tracking.
- Ability to track service metrics such as NSL, SLA adherence, and customer satisfaction indicators.
- Understanding of complaint, claim, and escalation handling processes.
Behavioural Competencies
- Customer Orientation: Strong focus on building trusted and long-term customer relationships.
- Team Leadership: Ability to guide, support, and motivate team members.
- Communication Skills: Clear, professional, and effective client and internal communication.
- Execution Focus: Ability to balance service delivery priorities with revenue objectives.
- Problem-Solving: Structured approach to resolving escalations and service issues.
Key Performance Indicators:
S. No.
Key Result Areas
KPIs
Financial Performance
% revenue growth from assigned key accounts; cross-sell revenue contribution
2
Customer Satisfaction
NSL scores; customer loyalty scores; % call-back commitments met
Team Productivity
Average revenue per FTE; account-wise performance improvement
4
Complaint & Claim Handling
Adherence to TATs for complaint resolution; timely claim closure
5
Performance Culture
Adherence to performance management timelines and processes
6
Employee Engagement & Retention
Employee satisfaction score; team attrition rate
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
[email protected].
