Job Title : Assistant Manager Customer Service
Reports To :Manager – Customer Service
Location - Delhi
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.
