FILING INFORMATION

Position

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