Key Account Manager – Courier & Logistics Operations

About Viable Logistics:

corporate gifting, employee kits, IT logistics, and secure asset transportation.

Position Overview:

Key Account Manager (KAM)

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