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