Key Responsibilities

1. Daily Account Operations

• Monitor daily shipments (forward & RTO) for assigned key accounts across courier

partners and lanes

• Coordinate appointment-based deliveries to modern trade / quick commerce

locations (Zepto, Blinkit, etc.) as per booking windows

• Follow up with internal ops and vendor partners for timely pickups, in-transit

movement and deliveries

• Track exceptions like delays, holds, RTOs, damage, misroutes and ensure they are

resolved with explicit communication to the customer

2. Customer Communication & Relationship Management

• Act as the primary point of contact for the customer’s operations and supply chain

team

• Handle day-to-day queries on WhatsApp groups, email and calls with speed and

clarity

• Proactively share shipment status, risk flags and recovery plans instead of waiting for

escalations

• Build trust through consistent communication, realistic ETAs and dependable follow-

through





• Work towards improving customer NPS / satisfaction and long-term retention

3. Escalation Handling & Service Recovery

• Log and categorize escalations (delays, appointment issues, demurrage,

documentation, etc.)

• Coordinate with hubs, transporters, warehouse teams and courier partners to resolve

issues

• Document root causes and ensure preventive actions are taken and tracked

4. Documentation, Billing & Reconciliation Support

• Ensure timely sharing of PODs, LRs, e-way bill details, invoices and other

documentation as needed by the customer

• Work with the accounts team to support invoice reconciliation, CN/DN discussions

and closure of disputes

• Track outstanding payments at an account level, highlight risk cases and support in

follow-ups where required

Thanks & Regards

HR Priya

(phone hidden)

📌 Key Account Manager (KAM) – Operations (Gurugram)
🏢 Happiest Resume
📍 Gurugram