Key Account Manager (Imports) – Customs Brokerage

Company: Express Global

Location: Mumbai

Experience: 5+ Years

Department: Client Services / Customs Brokerage

Role Overview

Express Global is looking for an experienced Key Account Manager (Imports) – Customs Brokerage to manage key customer accounts and act as the primary point of contact for assigned clients. The role will be responsible for ensuring smooth import shipment execution, customs compliance, customer satisfaction, account growth, operational excellence, and timely collection of receivables. The position requires strong coordination with customers, internal operations teams, Customs authorities, finance teams, and other stakeholders.

Key Responsibilities

1. Customer & Key Account Management

- Act as the primary point of contact for assigned key accounts.
- Build and maintain solid, long-term relationships with customers and decision-makers.
- Understand customer requirements and provide effective customs clearance and logistics solutions.
- Handle customer escalations and ensure timely resolution of operational issues.
- Identify opportunities for revenue growth, cross-selling, and account expansion.

2. Import Operations & Account Management

- Ensure timely and smooth execution of import shipments as per customer requirements and agreed SLAs.
- Coordinate with internal customs clearance and operations teams to ensure seamless shipment movement.
- Monitor account performance against KPIs/KRAs such as:
- Timely shipment clearance/delivery
- Zero/low late filings
- Demurrage and detention control
- Customs compliance
- Customer satisfaction
- Revenue and profitability





- Prepare and manage quotations, contracts, service agreements, and commercial documentation.
- Track monthly/quarterly account performance and prepare annual business forecasts.
- Prepare account status reports and conduct regular performance reviews.

3. Customs Compliance & Regulatory Management

- Ensure compliance with applicable Customs and Allied Acts, rules, regulations, and procedures.
- Stay updated on Customs notifications, policy changes, and regulatory developments.
- Communicate relevant regulatory changes to customers and internal teams.
- Support customers in maintaining compliance and minimizing customs-related operational and financial risks.
- Coordinate with Customs authorities and other regulatory stakeholders whenever required.

4. Revenue & Receivables Management

- Monitor account revenue, profitability, and commercial performance.
- Track customer outstanding balances and ensure timely collection of receivables.
- Follow up with customers for overdue payments while maintaining strong business relationships.
- Work closely with the Finance and Operations teams to reduce overdue debtors.
- Ensure compliance with company credit and collection policies.

5. Client Reviews & Stakeholder Management

- Conduct Monthly Business Reviews (MBRs)



and Quarterly Business Reviews (QBRs) with key customers.
- Present account performance, operational KPIs, compliance updates, challenges, and improvement initiatives.
- Coordinate with internal departments to ensure customer commitments and SLAs are met.
- Build effective relationships with customers, Customs authorities, operations, finance, and senior management.

Must-Have Requirements

- 5+ years of experience in Key Account Management / Client Services / Customer Management within Customs Brokerage, Freight Forwarding, or Import Operations.
- Strong hands-on understanding of Import Customs Clearance and Customs compliance.
- Experience in managing key/strategic customer accounts.
- Good understanding of shipment execution, customs documentation, KPIs, SLAs, demurrage, and detention.
- Experience in revenue growth, quotations, contracts, and account profitability.
- Hands-on experience conducting MBRs/QBRs and customer business reviews.
- Experience in receivables/collections and debtor management.
- Strong coordination experience with customers, Customs authorities, internal operations, and finance teams.
- Strong communication, negotiation, stakeholder management, and problem-solving skills.

Preferred Candidate Profile

- Candidates from Customs Brokerage / Freight Forwarding / Logistics / Import-Export backgrounds.
- Strong exposure to B2B client handling and large/key accounts.
- Commercially oriented with a focus on customer retention, revenue growth, and profitability.
- Strong knowledge of the Mumbai customs/import ecosystem will be an advantage.

📌 Express Global- Key Account Manager (Imports)- Custom Brokerage (Mumbai)
🏢 NextHire
📍 Mumbai