Senior Manager - Client Servicing (Logistics)

Job description

**Job Description:** The Client Service at Delhivery will be responsible to provide exceptional service and support to customers, ensuring their satisfaction with Delhivery's products and services. You will handle inquiries, complaints, and requests through various communication channels, including phone, email, and chat. Your role involves understanding customer needs, resolving issues, and delivering accurate and timely information. Looking for an experienced Client Servicing professional from the Logistics/Supply Chain/Express industry to manage enterprise customers, drive SLA adherence, handle customer escalations, coordinate with Operations and Planning teams, and ensure high levels of customer satisfaction. This is **not** a sales or business development role. **Key Responsibilities:** - Providing assistance with shipment tracking and delivery inquiries and drive regular engagement/quick response - Resolving issues related to shipments (missing or damaged packages, customs delays, or delivery exceptions) - CS Engagement via Ticketing module, getting timely response; Keep active track of timely closure of tickets - Assisting with billing inquiries such as explaining charges, resolving disputes and/or claims, or providing information on payment options - Providing support for shipping services and delivery options available, regulatory compliance, documentation requirements, claim monitoring - Analyze and support with insights to improve the process and internal operations and service levels - Handling customer escalations-preparing RCA / CAPA and providing the solution - Collaborate with internal stakeholders to maintain and increase performance of client accounts - Designing SOP, mapping and freezing requirements, client NPS management and providing best solutions to the business