Executive - Key Accounts - Express Logistics

About the Role

The Executive – Key Accounts role is situated in the West region within the Express Business, Customer Service department and reports to the Manager – Key Accounts (West). This position is responsible for managing a high volume of inbound email and phone communications, preparing detailed customer reports, and ensuring timely, professional responses to enhance customer satisfaction, retention, and revenue growth. • Manage high volume inbound email traffic and phone contacts to assess customer needs. • Prepare detailed reports for customers as required. • Respond to inquiries to achieve customer satisfaction, retention, and increased revenue. • Review customer requests, problems, and suggestions to determine appropriate solutions. • Perform first‑level root cause analysis of issues. • Escalate critical client closure issues to senior management. • Arrange expedited service recovery for shipments when necessary. • Provide clients with timely updates and closure information. • Share closure files with every client. • Handle billing and payment collection from customers. • Maintain accurate records of existing and potential customers. • Serve as the communication link between key customers and internal teams.

Key Responsibilities

• ▸email management
• ▸report preparation
• ▸root cause
• ▸escalation
• ▸service recovery
• ▸billing collection

What You Bring

The successful candidate will hold a graduate degree with a sales and marketing background and possess 2‑5 years of Key Account Management experience. Strong communication and listening skills, a collaborative team attitude, and the ability to maintain accurate records, handle billing and payment collection, and act as the primary liaison between key customers and internal teams are essential.

Requirements

• ▸graduate degree
• ▸sales marketing
• ▸key account
• ▸communication
• ▸billing
• ▸teamwork

Work Environment

Office Full-Time