Key Account Manager
Location: Bangalore
Key Responsibilities (KRAs)
1. Customer Complaint Handling & Support
• Manage customer inquiries via phone, email, and chat related to PTL shipments,
including pricing, transit times, routing, and delivery schedules.
• Provide real-time shipment tracking updates and proactively inform customers
about any expected delays.
• Handle and resolve issues such as lost, damaged, or delayed shipments,
ensuring timely closure and customer satisfaction.
• Maintain adherence to the escalation matrix and coordinate with senior
management for closure of critical customer concerns.
2. Order & Shipment Management
• Coordinate with dispatch, warehouse, loading supervisors, and transportation
teams to ensure smooth PTL order execution.
• Ensure accurate entry of pick-up/delivery addresses, load details, weight,
dimensions, and shipment class in the system.
• Validate shipment documentation such as LR, invoices, e-way bills, and ensure
compliance before dispatch.
• Monitor first-mile pick-up scheduling and ensure customer requirements are
fully captured.
3. Logistics Operations & Floor Coordination
• Oversee daily warehouse floor activities such as vehicle loading/unloading,
material handling, and route planning support.
• Coordinate with floor supervisors to ensure shipments are segregated correctly
(zone-wise, destination-wise, customer-wise).
• Monitor TAT (Turnaround Time) for inbound/outbound vehicles and ensure
minimal detention.
• Ensure operational SOPs (scanning, staging, labeling, barcoding, material safety)
are followed at the floor level.
• Support operations in resource planning such as labour availability, vehicle
allocation, dock management, and shift planning.
4. Service Coordination
• Work closely with the operations team to ensure efficient first-mile, mid-mile,
and last-mile delivery performance.
• Coordinate with transport partners and drivers to ensure timely connections and
reduce network delays.
• Manage customer delivery rescheduling, special delivery instructions, ODA (Out
of Delivery Area) coordination, and floor-access restrictions.
5. Documentation & Reporting
• Prepare daily/weekly MIS reports on customer queries, resolution TAT, shipment
exceptions, and claim closures.
• Maintain accurate records of PTL shipments including PODs, exception remarks,
damage reports, and customer feedback.
• Assist in filing insurance claims for lost/damaged shipments and coordinate
follow-ups until settlement.
• Support audit requirements by ensuring documentation accuracy, compliance,
and timely record submission.
6. Customer Relationship Management
• Build and maintain positive relationships by offering proactive shipment visibility,
updates, and alternative solutions.
• Educate customers on PTL processes, pricing policies, transit schedules,
documentation compliance, and service limitations.
• Conduct periodic follow-ups with key accounts to understand service
challenges and recommend improvements.
Required Skills
• Excellent Communication: Strong verbal/written skills for customer and
internal coordination.
• Problem-Solving: Ability to diagnose shipment issues quickly and propose
effective resolutions.
• Time Management: Efficiently handle multiple customer requests and
operational tasks with quick turnaround.
• Technical Proficiency: Experience with TMS/WMS, ERP, CRM systems, and
shipment tracking tools.
• Risk Handling: Ability to manage escalations, negotiate service expectations,
and prevent customer debits.
• Attention to Detail: Accuracy in shipment data, documentation, and system
updates.
• Negotiation Skills: Ability to manage customer expectations on ODA charges,
high-floor deliveries, or additional service fees.
Qualifications
• Minimum 2 years of experience in customer service or PTL/logistics operations.
• Strong understanding of supply chain, PTL logistics, transport operations, and
warehouse processes.
• Bachelor’s degree in Logistics, Supply Chain, Business Administration, or
related field preferred.