Executive - Key Accounts - Express Logistics

4 days ago

Mumbai, Maharashtra, India DP World Full time
Description
FILING INFORMATION

Position

Executive – Key Accounts

Department

Express Business, Customer Service

Location

Regional (West)

Job Band

2

Reports to

Manager – Key Accounts (West)

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, 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 

  • Minimum of 2 -5 years of experience in KAM

  • Good communication and listening skills.

  • Should be a team player

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