Job Description

Manage and grow strategic customer relationships within the assigned region, ensuring consistent, high-quality service delivery, SOP compliance, and KPI performance. Lead an account support team covering Asia region business activities and global reports for customer such as KPI, QBR and pricing etc.

KEY RESPONSIBILITIES

Client Relationship & Satisfaction Management

• Support the Global Account Manager (GAM) to ensure the customer’s satisfaction in the region, using customer feedback to drive continuous improvement in the customer experience.
• Proactively communicate with the GAM, regional offices, and account supporting team members to identify and resolve issues in the first instance, and develop solutions to meet customer expectations.

Operations Coordination & Service Delivery

• Monitor customer shipment status across the region, ensure timely service delivery through daily and monthly reports, update the designated tracking system, and maintain data integrity across all service scopes.
• Collect data for daily, weekly, and monthly KPI reporting and submit reports to GAM or customer in a timely manner.

Shipment Monitoring & Reporting

• Execute day-to-day communication with the customer and origin/destination offices for pick-up, booking, and delivery arrangements.
• Proactively coordinate with all regional services and resources, and align with internal Local Account Managers (LAMs) on new requirements or policies.

SOP & Process Governance

• Create and deliver SOPs for the region and local offices, and maintain SOP consistency across all service scopes.
• Monitor project progress, collect feedback, and implement continual improvement across all operational and service issues.

KPI Compliance & Client Engagement

• Execute daily to ensure compliance with KPIs, and proactively flag potential issues to the customer and the GAM.
• Join internal and external online meetings in the evening (Central US time zone) twice a week to align with the customer and other Regional Account Managers (RAMs).

Commercial & Market Support

• Collaborate with the GAM to prepare pricing and QBR materials, provide market updates and research to the customer.
• Play a commercial role in driving regional growth and identifying business opportunities within the account for strategic action.

ESSENTIAL JOB QUALIFICATIONS

Education/Technical Skills

• Bachelor's degree from an accredited college.
• Solid experience with reports and MS Office, particularly MS Excel.

Knowledge/Work Experience

• Minimum 5 years of freight forwarding experience required (experience on a KAM team is a plus).
• Proven work experience in account management.

Key Behavioral Competencies

• Fluent in English with excellent communication skills and a customer service attitude.
• Motivated, resourceful, independent, and skilled in problem-solving.
• Strong planning and organization skills