Executive - Key Accounts - Express Logistics

DP World; Karnataka; On-site; INR 300,000 - 420,000; Full time

Job summary

DP World in India (Karnataka) seeks an Executive – Key Accounts to manage high volumes of inbound emails and occasional calls, assess customer needs, and prepare detailed reports for customers. You will respond to inquiries to drive satisfaction, retention, and revenue through new lanes and services, while coordinating with internal teams and stakeholders.

The role reports to Manager – Key Accounts and is based regionally.

Qualifications

• 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.

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

Skills

Sales & Marketing background

Retail sales experience

Communication skills

Team player

Graduate

Education

Graduate degree

Job description

• 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

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