Manager - Key Account , Operations

Responsibilities

• This role is responsible for overall Key Account Management Operations of large customer of the company, this role provides end to end support to the Key accounts in coordination with Operations and Key account manager.

• Develop trust relationships with a portfolio of major clients to ensure they do not turn to competition.

• Acquire a thorough understanding of key customer needs and requirements.

• Ensure the customer expectations are delivered to customers in a agreed manner while collaborating with internal stakeholders.

• Serve as the link of communication between key customers and internal teams While ensuring minimum escalations, but if any, should be routed via appropriate channel.

• Anticipate key account changes and improvements.

• Resolve any issues and problems faced by customers and deal with complaints to maintain trust.

• Play an integral part in generating new sales by deep selling and collaborating with KAM.

• Prepare regular reports as per customer requirements and for internal consumption.

• Address and resolve key clients complaints by acting as customer s advocate.

• Analyzing client data to provide customer relationship management.

• Facilitate timely business review.

Operational Responsibilities

• Maintain and ensure SOP is adhered.

• Ensure maintenance of data quality.

• Track Monitor shipments and highlight anticipated issues proactively.

• Identify root cause and create action plan for resolution.

• Collaborate with operations teams to ensure challenges are highlighted and communicated to right stakeholders internally and externally.

Rights Authorities

• Any kind of non-adherence of resistance to be escalated to relevant internal or external stakeholders.

• Any additional task, apart from mentioned in this document, to be highlighted to reporting manager.

Level Of Education

• Graduate in any discipline. Master degree from reputed university preferred.

• Advanced knowledge of Excel, Power Point and other Microsoft office tools is preferred.

Work Experience

• Must have experience of 8-12 years in logistics or freight forwarding industry.

• Minimum 5 years of customer handling experience.

Special Skills

• Ability to create/write customer requirements clearly for use by other employees.

• Demonstrated customer service skills and proven interpersonal skills.

• Good communication and interpersonal skills able to work effectively with individuals across all levels of the Company.

• Proactive, meticulous and able to take good ownership of tasks assigned.

• Ability to think out of the box.

• Possess good attention to details.

• Strong execution and coordination skill.

• Strong sense of responsibility and ownership.