Executive - Key Accounts - Express Logistics

FILING INFORMATION

Position

Executive – Key Accounts

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