About AbleCold Logistics:

AbleCold Logistics is one of India's fastest-growing integrated cold chain organizations, offering end-to-end temperature-controlled logistics solutions across India. In a short span, we have become a trusted partner to leading seafood exporters, top ice-cream brands, frozen food manufacturers, and major food aggregators.

Our asset-light, technology-enabled operating model, powered by the AbleCold Operating System, enables high service reliability, customized solutions, and faster market access than traditional cold chain players. We are currently operational across 15 cities and are scaling rapidly.

Role Overview:

We are looking for a Head - Customer Relations to build and lead our customer relations function across cities.

The role will own customer experience, retention, service delivery, account growth, escalations, and commercial relationships. You will work closely with Operations, Transport, Warehousing, Supply, Finance, and Sales teams to ensure high service levels and long-term customer relationships.

Key Responsibilities:

- Lead and scale the Customer Relations team across cities.

- Own strategic customer relationships, retention, and overall customer experience.

- Act as the key point of escalation for service issues and customer complaints.

- Drive service performance including OTIF, At-Temperature compliance, and service quality.

- Identify and drive cross-sell, upsell, renewals, and account expansion opportunities.

- Lead commercial discussions, negotiations, and customer reviews.

- Work with Operations and other functions to resolve issues and drive root-cause improvements.

- Monitor customer performance, profitability, revenue growth, and retention.

- Partner with Finance to resolve billing, commercial disputes, and receivables.

- Build scalable processes for customer feedback, escalation management, account planning, and performance reviews.

- Personally manage key accounts and critical customer escalations.

What We're Looking For:

- 8 - 12 years of experience in B2B customer relations, key account management, client servicing, operations, or similar roles.

- Experience in logistics, supply chain, cold chain, or B2B services preferred.

- Proven experience managing large B2B accounts and leading customer-facing teams.

- Strong communication, negotiation, stakeholder management, and problem-solving skills.

- Strong commercial mindset with experience in account growth, cross-sell, or upsell.

- Excellent ownership, follow-up, and execution skills.

- Ability to work effectively across multiple cities and functions.

- Experience in a startup or high-growth environment is a plus.

Why Join AbleCold?:

- Join a high-growth cold chain startup at an exciting stage of expansion.

- Be part of the core leadership team.

- Own and build a critical customer-facing function across India.

- Work with leading brands across food, frozen, dairy, seafood, and QSR.

- High ownership, visibility, and direct impact on customer retention and business growth.

- Opportunity to build teams, systems, and processes from the ground up.