Designation: Customer Service – Key Accounts
Location: Mumbai
Job Purpose
To manage and develop strategic customer accounts, ensure high service standards, drive customer retention, and achieve revenue and gross profit (GP) growth. The role involves coordinating with cross-functional teams to deliver end-to-end freight forwarding and logistics solutions while maximizing account profitability.
Key Result Areas (KRAs)
- Revenue & GP Growth: Achieve agreed revenue, GP, and account profitability targets.
- Customer Retention & Satisfaction: Maintain strategic accounts and ensure consistent service quality.
- Account Development: Increase share of wallet across Ocean, Air, Customs, Warehousing, and other logistics solutions.
- Pricing & Carrier Management: Ensure competitive pricing, effective carrier coordination, and commercially viable solutions.
- Service & SLA Performance: Ensure timely shipment execution, proactive communication, and adherence to customer SLAs.
Key Responsibilities
1. Key Account Management
- Own and manage strategic customer relationships.
- Act as the primary point of contact for all logistics and freight forwarding requirements.
- Develop long-term relationships with key customers.
2. End-to-End Service Coordination
- Coordinate with Sales, Operations, Pricing, Customs, Air/Ocean, and Warehousing teams.
- Ensure seamless service delivery and timely shipment execution.
- Monitor shipment performance and customer service standards.
3. Customer Retention & Business Growth
- Build strong customer relationships and understand business requirements.
- Identify opportunities for cross-selling and up-selling across logistics products.
- Focus on customer retention and increasing business volumes from existing accounts.
4. Commercial & Performance Management
- Monitor revenue, GP, shipment volumes, pricing, and account profitability.
- Ensure achievement of account-wise commercial targets.
- Identify opportunities for cost optimization and improved margins.
5. Customer Escalation & Solution Management
- Proactively manage customer issues and resolve escalations.
- Drive corrective and preventive actions to improve service quality.
- Maintain high customer satisfaction levels.
6. Pricing & Commercial Management
- Understand freight pricing, rate structures, surcharges, and prevailing market rates.
- Coordinate with the Pricing team to provide competitive and commercially viable solutions.
- Ensure pricing accuracy and profitability.
Education & Experience
- Any Graduate / MBA preferred.
- Minimum 7 years of experience in the freight forwarding industry.
- Experience working with Tier I / Tier II freight forwarding organizations.
- Strong knowledge of Ocean Freight is preferred.
- Experience in Key Account Management, Customer Service, and commercial account handling.
Required Skills
- Strategic Key Account Management
- Freight Forwarding & Logistics
- Ocean Freight Knowledge
- Customer Relationship Management
- Revenue & GP Management
- Pricing & Commercial Understanding
- Customer Escalation Handling
- Cross-functional Team Coordination
- Customer Retention & Business Development
Pay: ₹13,000.00 - ₹28,000.00 per month
Work Location: In person
