| Required Skills/Abilities:
- Minimum 4 years’ experience in Account Management role
- Minimum 3 years’ experience Inside sales, pricing, logistics, or freight forwarding operations or sales.
- A good understanding of logistics and forwarding products, solutions, pricing and terminology, competitive landscape in the local market
- Proven track record in a matrix, multi-cultural organization, building strong relationships and networks both locally and internationally.
- Strong organizational and planning skills can translate strategies to plans to result
- Excellent communication and negotiation abilities.
- Demonstrable ability to handle most common customer objections
- Resilient, and persistent, self-motivated and performance driven
- Fluency in English
- Strong analytical and problem-solving skills.
- Ability to work in a fast-paced and dynamic environment.
- High attention to detail.
- Strong sense of urgency and aptitude to work under pressure.
- Proficiency Microsoft Office Suite – focus on MS Excel
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| Responsibilities:
- Own and manage all performance-related aspects for assigned key accounts, ensuring service levels meet or exceed expectations.
- Translate customer scope of work (SOW) into actionable monthly and quarterly targets supported by performance dashboards and action plans.
- Maintain full ownership of customer relationships across the assigned key account portfolio, fostering collaboration and continuous improvement in customer satisfaction.
- Identify and pursue relevant tender opportunities with key customers, ensuring timely and competitive submissions through coordination with internal and external stakeholders.
- Ensure all post-onboarding solutions are properly scoped, with full pre- and post-sales engagement from pricing, solutions, carrier management, and operations teams.
- Oversee the creation and authorization of all business contracts and agreements, ensuring input and approval from relevant stakeholders.
- Implement and maintain a structured Business Performance Review (BPR) program with each key account, ensuring regular, professional reviews that cover past, current, and future perspectives.
- Professionally summarize and minute all BPR meetings, assigning clear, time-bound actions and distributing them to all relevant stakeholders.
- Effectively communicate customer developments, SOP changes, and account updates across internal teams, ensuring clarity on assigned responsibilities and next steps.
- Serve as the primary liaison and representative of on-site with the customer as needed, supporting all shipping activities and resolving issues related to logistics, documentation, reporting, and transportation.
- Coordinate all operational aspects of customer shipments in alignment with established SOPs, ensuring seamless execution and day-to-day freight forwarding management.
- Act as a hands-on lead to ensure shipments are properly planned, executed, monitored in transit, and processed through customs to final delivery.
- Respond promptly to customer inquiries regarding shipment status, in-transit visibility, transit time, and proof of delivery.
- Collaborate with customers and stakeholders on shipment planning and execution, ensuring accuracy and alignment with customer expectations.
- Monitor and ensure timely and accurate milestone updates, proactively reporting progress and issues to customers and internal teams.
- Oversee accurate and timely rate quotations in response to customer requests.
- Coordinate with the commercial team to ensure pricing and tariff updates are delivered in accordance with agreed terms.
- Reconcile freight estimates with invoices, investigating discrepancies and providing clear narratives to explain variances.
- Hold the network accountable for meeting customer KPIs, reviewing performance during regular quarterly business reviews (QBRs).
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