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

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

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  Prepare detailed reports, as required, for customers

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

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

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  Perform first level root cause analysis

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

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  Arrange for expedited service recovery for shipments, when necessary

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

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  Need to share the closure file with every client.

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  Responsible for billing and payment collection from the customer.

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  Maintaining an accurate record of all existing and potential customers.

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  Responding to customer inquiries in a timely and professional manner.

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

QUALIFICATIONS & COMPETENCIES

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  Graduate, with Sales & Marketing background 

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  Minimum of 2 -5 years of experience in retail sales

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  Good communication and listening skills.

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  Should be a team player