Key Account Executive

Job Description

Key Account Support Executive 1. Client Coordination & Relationship Management Serve as the primary point of contact for key clients regarding their logistics needs. Maintain proactive communication on shipment updates, delays, and resolutions. Support account managers in nurturing long-term relationships with clients. 2. Shipment & Operations Support Coordinate daily pick-up, dispatch, and delivery schedules with internal teams and transport partners. Monitor shipment status and proactively handle exceptions (e.g., delays, damages, re-routing). Ensure clients are updated with real-time tracking and timely notifications. 3. Order Management & Documentation Handle booking, order entry, and service requests in TMS/WMS or ERP systems. Ensure all logistics documents (AWBs, delivery challans, PODs, invoices) are accurately maintained and shared with clients. Support import/export documentation as needed (e.g., Bill of Lading, customs clearance docs). 4. Service Level Monitoring Track and report KPIs such as OTIF (On-Time In-Full), TAT (Turnaround Time), and service level adherence. Raise flags internally for SLA breaches and follow up for root-cause analysis and corrective actions. Ensure adherence to client-specific SOPs. 5. Billing & Dispute Resolution Coordinate with the finance/billing team to ensure accurate and timely invoicing. Address and resolve billing disputes or claims (e.g., demurrage, detention charges, rate discrepancies). Reconcile accounts with client procurement or finance teams as needed. 6. Client Reporting & Performance Dashboards Share daily/weekly/monthly shipment summaries and dashboards with key clients. Analyze logistics data to identify trends, inefficiencies, or cost-saving opportunities. Assist in preparing QBRs (Quarterly Business Reviews) and other review meetings. 7. Internal Coordination & Issue Escalation Work closely with operations, warehousing, transport, and customer service teams. Escalate critical issues (e.g., lost shipments, high-value order risks) promptly to account managers or operations heads. Ensure timely closure of open service tickets or complaints. 8. Compliance & Risk Management Ensure all processes follow safety, regulatory, and client-specific compliance requirements (e.g., cold chain, hazardous goods). Maintain proper records for audits or internal controls. Support internal process audits or client assessments.