Manage key customer accounts as primary contact, ensuring revenue goals through service coordination, contract management, and customer satisfaction. Lead KPI monitoring and issue resolution while driving service improvements and renewals.
Tasks & Responsibilities :
Responsible for managing one or more identified customer accounts and be the single point of contact for the customer within the company Organization
Responsible for delivering the budgeted revenues and gross margins through deep selling and cross selling of products/services to the customers.
Be the first point of contact for –
Agreeing on the scope of services and the KPI’s for measuring the quality of service delivery
Having a clear SOP drawn up for each service and having the same signed up both by the product heads as well as Customer
Disseminating the SOP and KPI’s across the product teams and training the teams on the same
Driving the individual customer service executives to ensure that the service delivery is as per agreed KPI’s
Identifying opportunities for expanding services and organizing meetings with individual product heads tonanage the entire process up to closure(commercial agreement included)
Escalation point where service issues arise which are not properly handled by the individual Customer service or Operations within the product.
Renewal of contracts and commercial terms at regular intervals.
Ensuring that the SOP and KPI’s are circulated to the concerned people within the company network where required
Ensuring regular reporting of KPI’s across product lines and submitting the same to the customer at agreed intervals with full analysis of the performance and reasons for deviation if any
Scheduling of monthly and quarterly reviews and timely execution of all agreed actions with the customer
Responsible for total customer satisfaction and resolution of all issues with the customer
Escalating open issues which are beyond agreed timelines within company or the customer organization as the case maybe till they are resolved
Years of Experience
- 10+years of experience, preferably 2-5 years from relevant industry
Behavioral Skills Needed:
- Customer Service Orientation
- Achievement Orientation
- Drive Initiative
- Energy & Teamwork
- Flexibility and Resilience
- Process Orientation
- Negotiation and Selling skills
Qualification:
- Graduate ,PG/MBA Preferable
Company Introduction:
For over 40 years, cargo-partner has flourished in the logistics industry, delivering unparalleled service to our clients worldwide. We have now embarked on another journey and to continue our commitment for excellence, we have now joined the Nippon Express Group which will now underpin all the values we constantly aspire to achieve, now becoming a top 5 global player. As an end to end info logistics provider, we pride ourselves on offering a comprehensive portfolio of air, sea, land transport, and warehousing services.
With a unique focus on information technology and supply chain optimization, we empower businesses to thrive in today's fast-paced world. Join our dynamic team, where innovation meets passion and every voice is valued. Embark on a journey where your skills are nurtured, creativity is celebrated, and together, we take pride in making a difference.
Discover more about our Mission & Vision. Dive into a world of endless opportunities and embark on the cargo-partner journey with us.
cargo-partner is an equal opportunity employer. We celebrate diversity and are committed to creating an environment where all employees feel valued and respected. We do not discriminate on the basis of race, color, religion, gender, sexual orientation, gender identity, national origin, age, disability, or any other legally protected characteristics. We welcome and encourage applications from all individuals, regardless of background.
Explore endless opportunities and leave your mark with us. #JoinUs #Logistics #workingdigital #Teamwork #cargopartner #wow
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