Executive - Key Accounts - Express Logistics

DP World; Chennai; On-site; INR 400,000 - 700,000; Full time

Job summary

DP World in Chennai is seeking an Executive – Key Accounts to handle high-volume customer communications, including emails and calls, to understand client needs and identify growth opportunities.

You will prepare reports, resolve inquiries, perform root-cause analysis, coordinate service recoveries, and liaise between customers and internal teams, ensuring billing accuracy and data integrity.

Qualifications

• Graduate with Sales & Marketing background.
• 2-5 years of experience in retail sales.
• Good communication and listening skills.
• Should be a team player.

Responsibilities

• Manage a high volume of inbound email traffic and phone contact to assess customer needs.
• Prepare detailed reports for customers as required.
• Respond to inquiries to enhance customer satisfaction, retention, and revenue.
• Review inquiries and determine appropriate solutions and responses.
• Perform first level root cause analysis.
• Escalate critical client issues to senior level as needed.
• Arrange expedited service recovery for shipments when necessary.
• Provide timely updates to clients and share closure files.
• Maintain accurate records of existing and potential customers.
• Act as liaison between key customers and internal teams.

Skills

Communication skills

Listening skills

Team player

Customer service

Education

Bachelor's degree in Sales & Marketing

Job description

Job Description:

Job Description

FILING INFORMATION

Position

Executive – Key Accounts

Department

Commercial - Customer Service

Location

Regional (N, S, E, W)

Job Band

2

Reports to

Manager – Key Accounts

Roles & 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 retail sales
• Good communication and listening skills.
• Should be a team player