Associate / Senior Associate, Client Servicing / Client Relationship

Role overview

Delhivery is hiring a customer-oriented Client Experience professional to own relationships with assigned clients, support dependable service delivery, and help improve satisfaction across logistics operations. This position involves working closely with internal teams to resolve issues, strengthen service quality, and nurture long-term client partnerships.

Location

Mumbai and Bangalore

Key responsibilities

• Serve as the main contact for allocated clients and keep communication smooth between customers and internal teams.
• Work in coordination with Operations, Security, and other functions to maintain high service standards.
• Build and sustain strong relationships with important clients, with a focus on satisfaction and lower churn.
• Track service KPIs and create MIS reports, dashboards, and client-facing presentations.
• Run Monthly Business Reviews and Quarterly Business Reviews to discuss performance, trends, pain points, and improvement plans.
• Handle service issues such as shipment delays, damage, losses, proof-of-delivery concerns, and billing mismatches.
• Find the root cause behind repeated problems and partner with internal teams on corrective and preventive action.
• Follow up on client escalations and ensure they are closed within agreed timelines.
• Study operational data and turn it into practical recommendations to raise service quality and customer experience.
• Support client onboarding, process rollouts, and service improvement initiatives.

Required profile

• A graduate in any discipline is required.
• About 2 to 5 years of experience in client servicing, customer success, key account management, or logistics operations.
• Strong spoken and written communication skills.
• Hands-on expertise in MS Excel, including Pivot Tables, VLOOKUP/XLOOKUP, data analysis, and reporting.
• Good analytical thinking and problem-solving ability.
• Solid stakeholder management and teamwork skills.
• Comfortable working in a fast-moving environment and managing several priorities at once.

Preferred background

• Prior experience in logistics, supply chain, courier, express distribution, or e-commerce operations.
• Exposure to client-facing work and service review meetings.
• Understanding of SLA management and performance reporting.

Additional information

This opening is for a full-time role. The role title in the source is also mentioned as Associate - Client Experience.