The Role
The Account Manager manages key client relationships, ensures fulfillment performance, resolves issues, and supports billing processes to enhance client satisfaction and retention.
Summary Generated by Built In
The Account Manager is responsible for managing and growing relationships with assigned key clients, ensuring high service performance across First Mile, Storage, and Last Mile operations. The role acts as the main liaison between clients and internal teams to deliver strong fulfillment rates, accurate reconciliations, smooth billing, and high client satisfaction.
Key Responsibilities
- Serve as the single point of contact for assigned accounts
- Manage day-to-day client communication and service follow-up
- Ensure fulfillment performance meets agreed SLAs (Order, Qty, SKU level)
- Coordinate with Operations, Warehouse, and Transport to resolve:
- Missed deliveries
- Damages, shortages, and returns
- GRNs, PODs, and delivery confirmations
- Lead monthly reconciliations with clients and support accurate billing
- Reduce billing disputes and support faster collections
- Log and track all issues, complaints, and actions on the CRM system
- Conduct regular performance reviews with clients (weekly / monthly)
- Proactively identify service risks and improvement opportunities
- Support retention and expansion of existing accounts
- Fulfillment Rate (96%)
- OTIF Performance
- Client Complaint Resolution Time
- Reconciliation Closure Time
- Billing Dispute Rate
- Client Satisfaction & Retention
Requirements
Qualifications & Experience
- Bachelor’s degree , Business, Supply Chain, Logistics, or related field is preferred
- 3–6 years experience in Account Management or Client Operations
- Experience in 3PL, Logistics, FMCG, Retail, or E-commerce
- Strong understanding of fulfillment, inventory, and GRNs
Skills & Competencies
- Strong communication and stakeholder management
- Operational mindset with attention to detail
- Analytical and problem-solving skills
- Ability to work under pressure and manage multiple accounts
- Good Excel and reporting skills
- CRM system experience
Personal Attributes
- Customer-focused and ownership-driven
- Proactive and structured
- Results-oriented with strong follow-through
Benefits
· Competitive package
· Medical insurance
· Social insurance coverage
· Learning and development opportunities
· Friendly and collaborative work environment
· Flexible working hours (depending on role requirements)
Skills Required
- Bachelor's degree in Business, Supply Chain, Logistics, or related field
- 3-6 years experience in Account Management or Client Operations
- Experience in 3PL, Logistics, FMCG, Retail, or E-commerce
- Strong understanding of fulfillment, inventory, and GRNs
- Strong communication and stakeholder management skills
- Operational mindset with attention to detail
- Analytical and problem-solving skills
- Ability to work under pressure and manage multiple accounts
- Good Excel and reporting skills
- CRM system experience
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The Company
What We Do
ILLA is an asset-light, FMCG-focused middle mile delivery logistics company that provides web-enabled freight forwarding solutions and operates a digital trucking and delivery platform to streamline transportation and delivery operations for businesses.
