Customer Service Key Accounts

• Customer Service Key Accounts
• Company: K24 STAFFING SOLUTIONS
• Job Location: Maharashtra, India
• Employment Type: Full-time
• Experience Required: 7+ years
• Salary: 13K28K a month
• Designation: Customer Service Key Accounts
• Location: Mumbai
• Job Purpose

To manage and develop strategic customer accounts, ensure high service standards, drive customer retention, and achieve revenue and gross profit (GP) growth. The role involves coordinating with cross-functional teams to deliver end-to-end freight forwarding and logistics solutions while maximizing account profitability.

• Key Result Areas (KRAs)
• Revenue & GP Growth: Achieve agreed revenue, GP, and account profitability targets.
• Customer Retention & Satisfaction: Maintain strategic accounts and ensure consistent service quality.
• Account Development: Increase share of wallet across Ocean, Air, Customs, Warehousing, and other logistics solutions.
• Pricing & Carrier Management: Ensure competitive pricing, effective carrier coordination, and commercially viable solutions.
• Service & SLA Performance: Ensure timely shipment execution, proactive communication, and adherence to customer SLAs.
• Key Responsibilities
• 1. Key Account Management
• Own and manage strategic customer relationships.
• Act as the primary point of contact for all logistics and freight forwarding requirements.
• Develop long-term relationships with key customers.
• 2. End-to-End Service Coordination
• Coordinate with Sales, Operations, Pricing, Customs, Air/Ocean, and Warehousing teams.
• Ensure seamless service delivery and timely shipment execution.
• Monitor shipment performance and customer service standards.
• 3. Customer Retention & Business Growth
• Build strong customer relationships and understand business requirements.
• Identify opportunities for cross-selling and up-selling across logistics products.
• Focus on customer retention and increasing business volumes from existing accounts.
• 4. Commercial & Performance Management
• Monitor revenue, GP, shipment volumes, pricing, and account profitability.
• Ensure achievement of account-wise commercial targets.
• Identify opportunities for cost optimization and improved margins.
• 5. Customer Escalation & Solution Management
• Proactively manage customer issues and resolve escalations.
• Drive corrective and preventive actions to improve service quality.
• Maintain high customer satisfaction levels.
• 6. Pricing & Commercial Management
• Understand freight pricing, rate structures, surcharges, and prevailing market rates.
• Coordinate with the Pricing team to provide competitive and commercially viable solutions.
• Ensure pricing accuracy and profitability.
• Education & Experience
• Any Graduate / MBA preferred.
• Minimum 7 years of experience in the freight forwarding industry.
• Experience working with Tier I / Tier II freight forwarding organizations.
• Strong knowledge of Ocean Freight is preferred.
• Experience in Key Account Management, Customer Service, and commercial account handling.
• Required Skills
• Strategic Key Account Management
• Freight Forwarding & Logistics
• Ocean Freight Knowledge
• Customer Relationship Management
• Revenue & GP Management
• Pricing & Commercial Understanding
• Customer Escalation Handling
• Cross-functional Team Coordination
• Customer Retention & Business Development
• Compensation: 13,000.00 - 28,000.00 per month
• Work Location: In person .