Local Key Accounts Manager

Toll Group; India; On-site; INR 1,200,000 - 1,800,000; Full time

Job summary

Toll Group in India seeks an experienced Key Account Manager to lead strategic growth and manage key client relationships. You will drive account strategies, conduct reviews, and ensure service excellence across freight forwarding and logistics.

Strong communication, analytics, and stakeholder management are essential for success. The role requires 3+ years in logistics/account management, with proficiency in PowerPoint, Excel, and Salesforce.

Qualifications

• Bachelor's degree in Business, Supply Chain, Logistics, or related field.
• 3+ years experience in freight forwarding, logistics, or account management.
• Proven ability to manage complex customer relationships and drive account growth.
• Expertise in international and domestic logistics (air, ocean, customs).
• Strong analytical skills with the ability to interpret data and present actionable insights.
• High proficiency in Microsoft PowerPoint, Excel, and CRM platforms (e.g., Salesforce).
• Familiarity with EDI/API-based performance management and KPI tracking (preferred).
• Strategic thinking with a results-oriented approach.
• Excellent communication and relationship-building skills.
• Strong problem-solving and analytical capabilities.
• Ability to influence across levels and geographies without direct authority.
• Resilient, adaptable, and culturally aware.
• High integrity and professionalism.

Responsibilities

• Act as the single point of contact for assigned key accounts within a country/cluster.
• Build and maintain relationships at all levels of the customers organization.
• Conduct regular business reviews with customers to review KPIs, performance trends, and improvement actions.
• Proactively identify and resolve service issues and escalations, ensuring high levels of customer satisfaction.
• Ensure all contractual obligations and SLAs are met or exceeded.
• Pro-actively manage and develop for allocated portfolio of customers.
• Serve as the primary point of contact for communication with the assigned clients.
• Conduct regular business reviews with clients to ensure agreed KPIs are met.
• Lead and engage stakeholders in face-to-face customer meetings such as new product instruction, KPI meetings, etc.
• Proactively manage client escalations, resolve service issues, and maintain high levels of client satisfaction.
• Cooperate with the overall account owner (Global or Regional Leads) as required.
• Develop/implement account strategies to grow share of wallet and profitability.
• Identify and pursue new opportunities within the customers business, including cross-selling, new tradelanes or solutions
• Collaborate with global and regional sales teams to align customer strategies with overall commercial goals.
• Participate in rate negotiations, contract renewals, and local deal governance ensuring compliance with company standards.
• Support onboarding of new business and ensure proper implementation
• Lead operational performance reviews and manage service delivery quality.
• Develop, maintain, and enforce Standard Operating Procedures (SOPs) for assigned customers.
• Monitor, analyze, and interpret key performance data (on-time delivery, accuracy, exceptions) to identify trends and root causes.
• Drive process improvement, automation, and data integrity initiatives.
• Collaborate with operations and product o align delivery with customer expectations.
• Manage customer performance reporting, including EDI and KPI scorecards.
• Maintain accurate records in the CRM system (Salesforce or equivalent) for all customer interactions, opportunities, and performance data.
• Support finance and operations in managing revenue, GP tracking, and DSO

Skills

Analytical skills

Excellent communication

Relationship building

Strategic thinking

Education

Bachelor's degree in Business / Supply Chain / Logistics

Tools

PowerPoint

Excel

Salesforce CRM

EDI/API tools

Job description

PRIMARY DUTIES & RESPONSIBILITIES

1. Account Development and Growth

• Act as the single point of contact for assigned key accounts within a country/cluster.
• Build and maintain strong relationships at all levels of the customers organization.
• Conduct regular business reviews (monthly, quarterly, annual) with customers to review KPIs, performance trends, and improvement actions.
• Proactively identify and resolve service issues and escalations, ensuring high levels of customer satisfaction.
• Ensure all contractual obligations and SLAs are met or exceeded

2. Key Account Excellence

• Pro-actively manage and develop for allocated portfolio of customers.
• Serve as the primary point of contact for communication with the assigned clients.
• Conduct regular business reviews with clients (Monthly, quarterly, annual) to ensure agreed KPIs are met.
• Lead and engage stakeholders in face-to-face customer meetings such as new product instruction, KPI meetings, etc.
• Proactively manage client escalations, resolve service issues, and maintain high levels of client satisfaction.
• Cooperate with the overall account owner (Global or Regional Leads) as required.

3. Strategic Growth

• Develop/implement account strategies to grow share of wallet and profitability.
• Identify and pursue new opportunities within the customers business, including cross-selling, new tradelanes or solutions
• Collaborate with global and regional sales teams to align customer strategies with overall commercial goals.
• Participate in rate negotiations, contract renewals, and local deal governance ensuring compliance with company standards.

4. Operational Performance & Governance

• Support onboarding of new business and ensure proper implementation
• Lead operational performance reviews and manage service delivery quality.
• Develop, maintain, and enforce Standard Operating Procedures (SOPs) for assigned customers.
• Monitor, analyze, and interpret key performance data (on-time delivery, accuracy, exceptions) to identify trends and root causes.
• Drive process improvement, automation, and data integrity initiatives.
• Collaborate with operations and product o align delivery with customer expectations.

5. Data & Reporting

• Manage customer performance reporting, including EDI and KPI scorecards.
• Maintain accurate records in the CRM system (Salesforce or equivalent) for all customer interactions, opportunities, and performance data.
• Support finance and operations in managing revenue, GP tracking, and DSO

6. Collaboration & Stakeholder Management

• Work closely with the Global Account Owner, Regional Account Managers and Regional/Local Product Leads, and Operations Management.
• Align internal stakeholders to ensure service delivery
• Communicate regularly with network offices to ensure consistent global service.
• Represent the company professionally at industry or client events when required.

Previous Work Experience & Qualifications

• Bachelors degree in Business, Supply Chain, Logistics, or related field.
• Minimum 3 years experience in freight forwarding, logistics, or account management.
• Proven ability to manage complex customer relationships and drive account growth.
• Expertise in international and domestic logistics (air, ocean, customs).
• Strong analytical skills with the ability to interpret data and present actionable insights.
• High proficiency in Microsoft PowerPoint, Excel, and CRM platforms (e.g., Salesforce).
• Familiarity with EDI/API-based performance management and KPI tracking (preferred).
• Strategic thinking with a results-oriented approach.
• Excellent communication and relationship-building skills.
• Strong problem-solving and analytical capabilities.
• Ability to influence across levels and geographies without direct authority.
• Resilient, adaptable, and culturally aware.
• High integrity and professionalism.