Executive - Key Accounts - Express Logistics

The Peninsular and Oriental Steam Navigation Company; Karnataka; On-site; INR 500,000 - 800,000; Full time

Job summary

The Peninsular and Oriental Steam Navigation Company is seeking an Executive – Key Accounts to manage a high-volume customer service role within the Commercial - Customer Service team. You will handle inbound emails and calls, prepare detailed reports for customers, and work to increase revenue through service expansion and upsell opportunities.

You will serve as the link between key customers and internal teams, ensure timely responses, and maintain accurate records of customers while

Qualifications

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

Responsibilities

• Manage high volume emails and calls to assess customer needs.
• Prepare detailed reports for customers.
• Respond to inquiries to improve satisfaction and revenue.
• Review inquiries to determine appropriate solutions.
• Perform first level root cause analysis.
• Escalate critical client issues to senior staff.
• Arrange expedited service recovery for shipments.
• Provide timely updates to clients and close cases.
• Share closure files with every client.
• Handle billing and collect payments.
• Maintain accurate records of customers.
• Act as liaison between key customers and internal teams.

Skills

Communication skills

Teamwork

Sales & Marketing background

Education

Graduate in Sales & Marketing

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