Key Account Manager

To lead and manage key client accounts by ensuring efficient coordination across customer service, documentation, business operations, and commercial functions. The Key Account Manager will act as the main liaison with customers, principals, port authorities, and agents while ensuring profitability, compliance, and service excellence.

Responsibilities:-

Customer Service & Documentation

• Supervise and coordinate the daily activities of the Customer Service and Documentation team.

• Ensure timely and accurate documentation including BLs, DOs, manifests, and invoices.

• Resolve complex client issues and ensure high service satisfaction.

• Develop and maintain SOPs for all customer-facing processes.

• Manage escalations and provide swift resolutions for non-standard or urgent customer cases.

Business Operations

• Monitor end-to-end shipment processes to ensure operational efficiency.

• Oversee daily port operations and liaise with relevant authorities (e.g., port, customs).

• Identify gaps in operations, recommend and implement solutions to improve productivity and compliance.

• Ensure adherence to internal SOPs and external regulatory requirements.

Commercial & Business Budget

• Manage key client and principal relationships to retain and grow business.

• Prepare and monitor commercial proposals, quotations, and tariffs.

• Understand cost structures, analyze profitability and suggest pricing strategies.

• Collaborate with the Finance team to ensure billing accuracy and timely collection.

Strategic & Analytical

• Proactively identify operational, customer, or commercial issues and recommend preventive actions.

• Analyze business performance metrics and customer trends to drive improvement.

• Assist in yearly budget planning and quarterly forecasts.

Team Leadership

• Lead, coach, and develop team members across functions under the role’s purview.

• Foster a problem-solving and customer-focused culture within the team.

• Conduct periodic reviews, coaching sessions, and performance assessments.

Qualifications and Requirements:-

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

• Minimum 5 years of experience in shipping/logistics with exposure to operations, documentation, and customer service.

• Strong understanding of shipping tariffs, port operations, and documentation flow.

• Proven ability to handle complex and non-standard scenarios with sound judgment.

• Strong interpersonal, negotiation, and analytical skills.

• Fluent in English and Bahasa Malaysia (written and verbal).