Key Account Manager

Max Transtech Limited; Bengaluru; On-site; INR 300,000 - 500,000; Full time

Job summary

A logistics and transportation company in Bengaluru is seeking a customer service professional to manage inquiries related to PTL shipments. The role involves coordinating with teams for order execution and overseeing warehouse activities. Candidates should have a minimum of 2 years experience in customer service or logistics, a strong understanding of supply chain operations, and a degree in a related field. The position requires excellent communication, problem-solving abilities, and risk management skills.

Qualifications

• Minimum 2 years of experience in customer service or PTL/logistics operations.
• Strong understanding of supply chain, PTL logistics, transport operations, and warehouse processes.

Responsibilities

• Manage customer inquiries via phone, email, and chat related to PTL shipments.
• Coordinate with dispatch, warehouse, and transportation teams for order execution.
• Oversee daily warehouse activities such as vehicle loading/unloading.
• Work closely with operations team for efficient delivery performance.
• Prepare daily/weekly MIS reports on customer queries.
• Build and maintain relationships through proactive shipment visibility.

Skills

Excellent Communication

Problem-Solving

Time Management

Technical Proficiency

Risk Handling

Attention to Detail

Negotiation Skills

Education

Bachelor’s degree in Logistics, Supply Chain, Business Administration, or related field

Tools

TMS/WMS

ERP

CRM systems

shipment tracking tools

Job description

Key Responsibilities (KRAs)

1. Customer Complaint Handling & Support
   • Manage customer inquiries via phone, email, and chat related to PTL shipments, including pricing, transit times, routing, and delivery schedules.
   • Provide real-time shipment tracking updates and proactively inform customers about any expected delays.
   • Handle and resolve issues such as lost, damaged, or delayed shipments, ensuring timely closure and customer satisfaction.
   • Maintain adherence to the escalation matrix and coordinate with senior management for closure of critical customer concerns.
2. Order & Shipment Management
   • Coordinate with dispatch, warehouse, loading supervisors, and transportation teams to ensure smooth PTL order execution.
   • Ensure accurate entry of pick-up/delivery addresses, load details, weight, dimensions, and shipment class in the system.
   • Validate shipment documentation such as LR, invoices, e-way bills, and ensure compliance before dispatch.
   • Monitor first-mile pick-up scheduling and ensure customer requirements are fully captured.
3. Logistics Operations & Floor Coordination
   • Oversee daily warehouse floor activities such as vehicle loading/unloading, material handling, and route planning support.
   • Coordinate with floor supervisors to ensure shipments are segregated correctly (zone-wise, destination-wise, customer-wise).
   • Monitor TAT (Turnaround Time) for inbound/outbound vehicles and ensure minimal detention.
   • Ensure operational SOPs (scanning, staging, labeling, barcoding, material safety) are followed at the floor level.
   • Support operations in resource planning such as labour availability, vehicle allocation, dock management, and shift planning.
4. Service Coordination
   • Work closely with the operations team to ensure efficient first-mile, mid-mile, and last-mile delivery performance.
   • Coordinate with transport partners and drivers to ensure timely connections and reduce network delays.
   • Manage customer delivery rescheduling, special delivery instructions, ODA (Out of Delivery Area) coordination, and floor-access restrictions.
5. Documentation & Reporting
   • Prepare daily/weekly MIS reports on customer queries, resolution TAT, shipment exceptions, and claim closures.
   • Maintain accurate records of PTL shipments including PODs, exception remarks, damage reports, and customer feedback.
   • Assist in filing insurance claims for lost/damaged shipments and coordinate follow-ups until settlement.
   • Support audit requirements by ensuring documentation accuracy, compliance, and timely record submission.
6. Customer Relationship Management
   • Build and maintain positive relationships by offering proactive shipment visibility, updates, and alternative solutions.
   • Educate customers on PTL processes, pricing policies, transit schedules, documentation compliance, and service limitations.
   • Conduct periodic follow-ups with key accounts to understand service challenges and recommend improvements.

Required Skills

• Excellent Communication: Strong verbal/written skills for customer and internal coordination.
• Problem-Solving: Ability to diagnose shipment issues quickly and propose effective resolutions.
• Time Management: Efficiently handle multiple customer requests and operational tasks with quick turnaround.
• Technical Proficiency: Experience with TMS/WMS, ERP, CRM systems, and shipment tracking tools.
• Risk Handling: Ability to manage escalations, negotiate service expectations, and prevent customer debits.
• Attention to Detail: Accuracy in shipment data, documentation, and system updates.
• Negotiation Skills: Ability to manage customer expectations on ODA charges, high-floor deliveries, or additional service fees.

Qualifications

• Minimum 2 years of experience in customer service or PTL/logistics operations.
• Strong understanding of supply chain, PTL logistics, transport operations, and warehouse processes.
• Bachelor’s degree in Logistics, Supply Chain, Business Administration, or related field preferred.