This role will be part of a small, high-performing key account management team within the Fulfilment business in Singapore. Beyond ensuring strong operational performance to drive retention, the team will play an active role in ensuring that shipper satisfaction is measured holistically and maintained throughout the customer lifecycle, while looking for strategic opportunities to increase wallet share and help our shippers grow their business.
As a key account management Senior associate, you will responsible for the following:
End-to-end account management of accounts from onboarding, daily account servicing, service recovery, billing and claims, account and revenue growth, and contract renewal as primary account managers
Support management of strategic key accounts by leveraging expertise on operational, order processing, customer success and system-related matters
Partner key stakeholders, including the operations team, in building and implementing solutions to ensure a high level of service and client satisfaction
Track, manage and maintain operational SLAs for outbound order processing, inbound processing, aftersales and special requests from customers
Responsibilities
Managing of customers experiences and expectations via effective communication and effective engagement to understand their needs, preferences and to solve any issues that they may face
Track SLAs on daily activities (outbound, inbound, aftersales, special requests) and ensure that SLAs are met by escalating any potential breach in SLAs to relevant stakeholders
Provide clients with regular updates on account statuses, inventory levels and any other relevant key metrics
Prepare monthly customer data through downloading reports to be used for monthly billing and monthly reviews
First level of direct support to customers to uphold customer service quality and satisfaction
Update on customer enquiries on order status throughout the fulfilment order cycle (from marketplace to physical handover to 3PL)
First-level troubleshooting of issues due to system sync or incorrect information uploaded into systems
Update KAM Assistant Manager on customer enquiries that require advanced troubleshooting or customer escalations on critical issues
Sending of daily performance report (covering the following aspects of inbound, inventory and outbound orders) to customers
Check with Ops team on the inbound/outbound/returns status
Generate ad-hoc reports required for KAM function, e.g. problem order reports
Process exceptional orders using the agreed SOP with customers and Ops ts
Requirements
2 - 4 years of relevant experience, including client-facing roles in account management, customer success and experience in business operations, process building and data-centred roles
Exposure to the e-commerce, logistics or supply chain industries would be advantageous but not essential
Logical, structured thought process and analytical approach to problem-solving
Advanced proficiency in Excel and Powerpoint, comfortable working with large data sets
