Job Category Relationship Management Business Development Degree Level Bachelor s Degree FILING INFORMATION Position Executive - Key Accounts 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 current 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