Job Description

Job Title: Manager - Customer Services
Function: Customer Services
Reports To: Country Head - Customer Services
Location: Head Office
Travel Required: 25% ? 50% ? 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

• Build processes that shift customer service from being reactive to proactively engaging customers.
• Strengthen customer retention through structured follow-ups, service excellence, and problem resolution.
• Support business development teams by tracking and amplifying new customer onboarding journeys.

New Customer Tracking & Scale up of Revenue

• Track and analyze the performance of newly acquired customers across all regions to understand how much business they generate, identify their growth potential, and work with regional teams to increase their revenue contribution through targeted follow-ups and engagement initiatives.

Process & Compliance Management

• Govern COF (Certificate of Facts) issuance and CN (Credit Notes) closure to ensure timely and accurate resolution.
• Standardize policies, SLAs, and reporting formats across regions for consistency.
• Develop dashboards and performance metrics for transparent monitoring.

Regional Collaboration & Stakeholder Management

• Act as the single point of coordination with regional customer service teams across India.
• Align central policies with regional execution while ensuring adherence to standards.
• Work cross-functionally with Finance, Sales, and Operations for seamless issue resolution.

Data Insights & Continuous Improvement

• Leverage data analytics to identify trends, recurring issues, and service gaps.
• Recommend and implement process improvements to enhance customer experience.
• Build a cadence of reviews with regional teams to track performance against KPIs.

Qualifications & Experience:
Education:

• Graduate in any discipline; MBA preferred.

Experience:

• 6-8 years in customer service, preferably in logistics, e-commerce.
• Proven experience in service transformation, retention strategy, and centralized operations.

Skills & Capabilities:
Technical Skills:

• Strong command of customer service operations, escalation management, and issue tracking.
• Knowledge of customer service compliance (COF, CN governance).
• Ability to design and operationalize centralized tracking systems.
• Exposure to CRM tools and service workflow automation.

Behavioural Competencies:

• Strong customer-centric mindset with a focus on retention and service excellence.
• Effective stakeholder management and collaboration across regions and functions.
• Analytical problem-solving with ability to translate insights into action.
• High accountability, adaptability, and resilience in a dynamic environment.

Key Performance Indicators:
Sr. No.
Key Result Areas
Key Performance Indicators (KPIs)
1
Inbound Tracking Cell
% cases tracked centrally, response & resolution TAT
2
New Customer Tracking
% new customers followed up, conversion support rate
3
Retention & Growth
Retention %, repeat business ratio, churn reduction
4
COF & CN Governance
Closure TAT, accuracy, compliance adherence
5
Escalation Management
Resolution TAT, reduction in recurrence
6
Regional Coordination
Service consistency score across all regions
7
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:

• 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.
#LIeBD

Skills Required