Key Account Manager – Courier

2 days ago

Mumbai, Maharashtra, India Viable Logistics Full time ₹ 6,00,000 - ₹ 18,00,000 per year

About Viable Logistics:

Viable Logistics is a fast-growing domestic and international courier and logistics company specializing in
corporate gifting, employee kits, IT logistics, and secure asset transportation.
We focus on delivering
reliable, timely, and customer-oriented logistics solutions
across India and overseas.

Position Overview:

The
Key Account Manager (KAM)
will be responsible for managing and growing key client relationships while ensuring smooth handling of
15,000+ shipments per month.
The role demands
strong coordination, analytical, and operational expertise
to maintain client satisfaction, optimize performance, and drive business growth.

Key Responsibilities:
Account Management & Client Relations

  • Act as the primary point of contact for key corporate clients, ensuring consistent communication and high service standards.
  • Understand client business needs, shipping patterns, and seasonal demands to offer customized logistics solutions.
  • Conduct periodic performance reviews and share MIS reports with clients.
  • Handle escalations promptly to ensure customer satisfaction and service recovery.

Operational Coordination

  • Monitor end-to-end shipment lifecycle — from pickup, transit, and hub movement to last-mile delivery.
  • Ensure timely processing of DRS (Delivery Run Sheets) and accurate data updates.
  • Coordinate with branch, hub, and linehaul teams to maintain delivery SLAs and minimize delays.
  • Work closely with warehouse and dispatch teams to plan daily load schedules and manage exceptions.

Performance & Quality Monitoring

  • Track KPIs such as TAT adherence, delivery percentage, RTO rates, and customer complaints.
  • Analyze shipment data to identify trends, bottlenecks, and areas for process improvement.
  • Prepare and share weekly/monthly performance dashboards with management and clients.

Revenue & Business Growth

  • Identify upselling and cross-selling opportunities within existing accounts.
  • Support the business team in achieving monthly revenue targets through client retention and service expansion.
  • Negotiate rates, SLAs, and contracts to ensure profitability while maintaining service excellence.

Documentation & Compliance

  • Ensure proper documentation, billing accuracy, and timely invoicing.
  • Maintain compliance with company policies, client agreements, and courier industry regulations.

Key Skills & Competencies:

  • Strong understanding of courier, logistics, and last-mile delivery operations.
  • Excellent client communication and relationship management skills.
  • Analytical mindset with proficiency in Excel, MIS, and data-driven reporting.
  • Problem-solving attitude with the ability to manage large shipment volumes efficiently.
  • Team coordination and leadership to align multiple departments for client goals.

Qualifications & Experience:

  • Graduate or Postgraduate in Logistics, Supply Chain, or Business Management.
  • 3–7 years
    of experience in
    key account management or operations
    within the
    courier/logistics industry.
  • Experience handling
    bulk shipment clients (10,000+ per month)
    preferred.
  • Proficiency in MS Office (Excel, PowerPoint) and CRM tools.

Performance Indicators (KPIs):

  • On-time delivery percentage
  • Client satisfaction score (CSAT/NPS)
  • Monthly revenue & retention from key accounts
  • Reduction in RTO / escalation rate
  • Operational efficiency (TAT, error rates, delivery accuracy)

Reporting To:

Managing Director

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