Key Account Management Senior Associate

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