Senior Customer Relationship Management Lead in Bawāna, भारत

Executive – SMART (Customer Service)
Function -Customer Services
Travel Required
A bout 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. bound, and secure delivery services across 55,000+ locations in India as well as internationally. across evaluation and contracting, planning and transition, delivery and execution, and specific service capabilities. pride ourselves on innovation, digitalization, service excellence, and creating long-term partnerships with our clients,
India's only scheduled air cargo airline, Blue Dart Aviation Limited, since May 1994, and the Concorde Air Logistics Limited,
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. 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.
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
The Executive / Senior Executive – SMART will be responsible for servicing small and mid-sized customer accounts by
ensuring timely query resolution, shipment tracking, complaint handling, and SLA adherence. service execution, strong customer communication, and operational coordination to maintain customer satisfaction.
To provide reliable and responsive customer service support for SMART segment customers, ensuring high service
quality, reduced escalations, and consistent SLA adherence.
Customer Query Management

Resolve queries related to pickups, deliveries, transit delays, and billing.
Complaint Handling

Log complaints in system and track closure within TAT.
Coordinate with Operations to resolve service issues.
Shipment Monitoring

Track service deviations and ensure timely closure.
Data Accuracy & System Compliance

Ensure 100% accurate data entry in CRM systems.
Maintain call quality standards and documentation accuracy.
Adhere to defined service scripts and communication standards.
Customer Retention Support

Support Manager – SMART in account performance tracking.
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:
Experience :

1 – 3 years of experience in customer service, logistics operations, or B2B service support.
Exposure to SLA-driven service environments preferred.
CRM/system proficiency.
Complaint tracking and TAT adherence.
MS Excel and basic reporting skills.
Key Performance Indicators:
Complaint Resolution
% complaint closure within SLA
Call Quality
Quality score adherence; First call resolution rate
Data Accuracy
Error-free documentation and CRM entries
Complaint Resolution % complaint closure within SLA
Call Quality Quality score adherence; First call resolution rate
Data Accuracy Error-free documentation and CRM entries
Why join DHL Blue Dart
At Blue Dart, we don't just deliver parcels—we deliver excellence, innovation,
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
A culture that celebrates diversity, innovation, and bold thinking—where your voice is heard and your

The pride of working with India's most awarded logistics brand, trusted by millions and driven by purpose.
At Blue Dart Express Limited, all recruitment is conducted through a fair, transparent, and merit-based process aligned
with our commitments to Human Rights and Diversity, Equity, Inclusion & Belonging (DEIB).
Blue Dart does not request or accept any fees, deposits, or payments from candidates at any stage of the recruitment or
Blue Dart shall not be responsible for any loss arising from such fraudulent activity.