Executive - Key Accounts - Express Logistics

Position

Department

Commercial - Customer Service

Location

Regional (N, S, E, W)

Job Band

2

Reports to

Manager – Key Accounts

Key responsibilities

Manage a high volume of inbound email traffic, supplemented with phone contact, to assess customer needs

Prepare detailed reports, as required, for customers

Respond to customer inquiries with the intent of providing customer satisfaction, retention, and increasing revenue spend which includes new lanes and services

Review customer inquiries, problems, requests and suggestions to determine the appropriate solutions and/or responses

Perform first level root cause analysis

Any critical escalation from client related to closure has to be highlighted to senior level,

Arrange for expedited service recovery for shipments, when necessary

Revert back to the client with update/closure in the given timeline.

Need to share the closure file with every client.

Responsible for billing and payment collection from the customer.

Maintaining an accurate record of all existing and potential customers.

Responding to customer inquiries in a timely and professional manner.

Serve as the link of communication between key customers and internal teams

QUALIFICATIONS & COMPETENCIES

Graduate, with Sales & Marketing background

Minimum of 2 -5 years of experience in retail sales

Good communication and listening skills.

Should be a team player