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