Safety Officer

3 weeks ago

Any, Qatar GULF Drilling International Limited Full time
ExuberantHR Consulting is urgently looking for Customer Service Executive - Key Accounts for the Mumbai office.
Company Details: One of the most trusted, reliable, reputed, and renowned India's top Logistics companies that provide courier delivery services. It is headquartered in Mumbai.
1. Purpose: Responsible for management of national and regional key accounts by ensuring proactive contact with them and maintaining a consistently high level of service delivery; Also responsible for mining and driving revenues from existing key accounts
2. Key Responsibilities:
Operational
  1. Responsible for providing best-in-class customer service to all national and regional key accounts in the region through a dedicated team of Account Relationship Leads.
  2. Ensure retention and growth of all national and regional key accounts in the region (i.e. where the region is the lead sponsor)
  3. Drive the mining and growth in revenues from existing national and regional key accounts in the region through Account Relationship Leads
  4. Ensure profitability of all key accounts in the region and drive cross-selling products to them.
  5. Support the sales team in conducting client visits, as and when required.
  6. Drive timely service delivery to all key accounts including redressal of customer queries pertaining to shipments, tracking, transit times etc.
  7. Ensure organizing of priority delivery and special pickups for key accounts, in collaboration with operations, as and when required
  8. Drive proactive tracking of shipments to key accounts and ensure timely deliveries to such customers
  9. Track Net Service Levels (NSLs) to identify areas where customer satisfaction levels are not being met and initiate remedial actions if required.
  10. Ensure regular presentations are made to key customers with respect to the NSL data.
  11. Ensure professional handling of calls to key accounts in the region within the stipulated timelines and drive adherence to defined SLAs with respect to key performance metrics like response times, abandoned calls, call quality etc.
  12. Drive effective customer complaint handling in terms of escalations, late deliveries, claims etc.
  13. Support the conduct of customer service training for all employees in the KAM team.
  14. Monitor handling of claims of key accounts as per the company policy/objectives.

People
  1. Provide guidance and support to team members to help them discharge their duties effectively
  2. Monitor the performance of the team on a continuous basis to identify key performers
  3. Mentor and coach subordinates to develop the team s capabilities
  4. Ensure that the team is adequately staffed as per the manpower requirements

Qualification & Requirements:
  1. Must have a minimum of 2 years of experience in the logistics industry in the blended process.
  2. Must be a Graduate.
  3. Female Candidates are preferred.
  4. Should be from Mumbai and Mumbai Suburban areas.
  5. Must have excellent communication skills and fluency in English.


Skills : customer service,key accounts,account relationship,customer retention,cross-selling,generate revenues,track net service levels (nsls),shipment tracking,mentoring,coaching

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