Executive - Key Accounts - Express Logistics

India·MaharashtraOn-sitemid

OtherCustomer Success Manager, Key Accounts

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Quick Summary

Overview

FILING INFORMATION PositionExecutive – Key Accounts Department Commercial - Customer Service Location Regional (N, S, E, W) Job Band 2 Reports to Manager – Key Accounts ROLES & RESPONSIBILITIES

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,…

Technical Tools

express

Position

Executive – Key Accounts

Department

Commercial - Customer Service

Location

Regional (N, S, E, W)

Job Band

Reports to

Manager – Key Accounts

Responsibilities

~1 min read

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