Manager - Customer Services

Job Title : Manager - Customer Services

Function : Customer Services

Reports To : Country Head - Customer Services

Location : Head Office

Travel Required : 25% 50% þ 75%

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 :

The Manager - Customer Services is accountable for setting up and leading a centralized Inbound Tracking Cell to strengthen customer service governance. It will focus on tracking new customer engagement, enhancing retention and growth initiatives, and ensuring rigorous oversight of Certificate of Facts (COF) and Credit Notes (CN) closure across the network. The position requires close coordination with regional teams to ensure consistency, speed, and quality in service delivery.

Job Purpose :

To set up and lead a centralized customer service monitoring framework that drives visibility, retention, and service recovery across the organization while enabling stronger alignment with business growth.

Key Roles & Responsibilities :

Service Monitoring & Centralized Control

• Establish a robust Inbound Tracking Cell for monitoring customer interactions and queries.
• Ensure all inbound cases are tracked, resolved, and reported centrally for visibility and governance.

Customer Retention & Growth

New Customer Tracking & Scale up of Revenue

Process & Compliance Management

Regional Collaboration & Stakeholder Management

Data Insights & Continuous Improvement

Qualifications & Experience :

Education :

Experience :

Skills & Capabilities :

Technical Skills :

Behavioural Competencies :

Key Performance Indicators :

Sr. No.

Key Result Areas

Key Performance Indicators (KPIs)

Inbound Tracking Cell

% cases tracked centrally, response & resolution TAT

New Customer Tracking

% new customers followed up, conversion support rate

Retention & Growth

Retention %, repeat business ratio, churn reduction

COF & CN Governance

Closure TAT, accuracy, compliance adherence

Escalation Management

Resolution TAT, reduction in recurrence

Regional Coordination

Service consistency score across all regions

Customer Satisfaction

CSAT / NPS improvements

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 :

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.

#LIeBD

Skills Required

CRM Tools, issue tracking , Customer Service Operations, Escalation Management