Job Description : Manager - Customer Service

Position : Manager

Location : Bellandur, Bengaluru

About Ecom Express :

- Ecom Express is a leading technology-enabled logistics solutions provider for the Indian e-commerce industry. Founded in 2012 and headquartered in New Delhi, we have over 100 years of cumulative experience in the logistics and distribution sector. Our innovative business model focuses on delivery service capability, scalability, customization, and sustainability, ensuring we meet the evolving needs of our customers.

- We operate in all 29 states and over 2400 towns, delivering to 92% of India's population. Our cutting-edge technology streamlines the entire logistics process, from first-mile pickup to last-mile delivery.

Role Overview :

As a Key Account Manager in Customer Service, you will be responsible for managing key accounts and ensuring exceptional service delivery. You will play a crucial role in achieving customer satisfaction and operational excellence, while also driving performance metrics and leading your team to success.

Key Responsibilities :

Account Management :

- Ensure 80% closure of key accounts within 24 hours.

- Achieve shipper-specific targets on customer experience metrics.

Performance Review :

- Conduct structured and documented performance reviews with top-tier clients weekly and mid-tier clients monthly.

Loss Control & Claims Management :

- Oversee the timely closure of all claims within three months.

- Ensure 100% closure of the shipment lifecycle as per SLA within 30 days.

Operational Compliance :

- Maintain compliance metrics such as:

- Attempt compliance > 98%

- First attempt delivery rate > 70%

- CP breach < 2%

- Return rates < 15%

Return Management :

- Ensure alternate solutions for returns are provided within 24 hours.

- Monitor return center operations to ensure minimal delays.

Team Leadership :

- Drive a structured monthly performance review process.

- Implement a scorecard approach to manage team performance and reduce attrition to <4%.

Qualifications :

- Proven experience in key account management or customer service roles.

- Strong analytical and problem-solving skills.

- Excellent communication and interpersonal abilities.

- Familiarity with logistics and supply chain processes is a plus.

Why Join Us?

At Ecom Express, you will be part of a dynamic team that is reshaping the logistics landscape in India. We value innovation, sustainability, and excellence in service. If you are driven by results and passionate about delivering exceptional customer experiences, we want to hear from you!

Apply Now :

Join us in our mission to make logistics accessible to everyone in India.