Operational Key Account Manager, Shenzhen

Job Req Number: 116707
Time Type: Full Time

General Responsibilities

• Provide premium personalized service to assigned key accounts to ensure a high level of customer satisfaction and loyalty.

• Manage and nurture relationships with existing assigned key accounts to understand their needs and ensure their service expectations are met or exceeded.

• Serve as the main commercial point of contact for key accounts addressing any issues they may have promptly and effectively.

• Collaborate with sales operations branches and product teams to ensure client needs are met with tailored products and services.

• Identify and develop new business opportunities and increase the share of wallet of assigned key accounts where feasible.

Detailed Responsibilities

Client Relationship Management

• Maintain long-term relationships with key accounts providing consistent premium-level service.

• Regularly check in with clients through calls emails and face-to-face meetings to ensure satisfaction and address any needs or concerns.

Service Delivery Excellence:

• Ensure the delivery of timely high-quality solutions and services to clients. Coordinate with internal teams to resolve issues and implement improvements based on client feedback.
• Account Growth and Retention

• Identify opportunities for key account growth and increased engagement by understanding key accounts business needs and aligning them with our services.

• Implement strategies for client retention and development (share of wallet)

• Look for cross-divisional opportunities where we can expand our share of wallet across our Solutions and/or Road divisions locally and/or overseas.

Problem Resolution

• Act swiftly to resolve client issues managing any escalations and communicating effectively across teams to reach a resolution.

• Maintain a log of issues and resolutions to improve future service delivery in alignment with operations and products.

• Feedback and Reporting:
• Gather client feedback to measure satisfaction and areas for improvement.

• Provide detailed reports to management on account status challenges and achievements.

• Collaborative Coordination:
• Work closely with other departments to ensure that all account-specific requirements are understood and met.

• Participate in cross-functional meetings to discuss client projects and the impacts on business operations.

• Assist in collecting payment from customers in accordance with company guidelines.
• Share relevant market intelligence with product and sales management to ensure consistent competitiveness.
• Involvement and joint customer meetings when overseas DSV-colleagues are visiting.
• Other tasks assigned by line manager.

Communications

• Internal: Tender operations management product marketing and the DSV network regionally and globally

• External: Accounts (locally and globally) and suppliers

Education & Working Experience

• Colleges degree or higher (preferred related to business administration marketing or a related field).

• A minimum of 5-7 years of proven experience in key account management or a similar senior role.

• Exceptional communication skills both verbal and written with a skill for building strong client relationships.

• Excellent negotiation and interpersonal skills with an ability to interact effectively with a range of stakeholders internally and externally.

• Demonstrated ability to deliver client-focused solutions based on customer needs.

• High degree of professionalism and a proven ability to handle various information.

• Strong problem-solving skills and the ability to think under pressure.

• Availability to travel as needed for client meetings and events.

• High level of proficiency in CRM software and Microsoft Office Suite.

• Good English verbal reading and writing communication skills.

DSV Global transport and logistics

Working at DSV means playing in a different league.

As a global leader in transport and logistics we have been on an extraordinary journey of growth. Lets grow together as we continue to innovate digitalise and build on our achievements.

With close to 150000 colleagues in over 90 countries we work every day to offer solid services and meet our customers needs and help them achieve their goals. We know that the best way to achieve this is by bringing in new talent fresh perspectives and ambitious individuals like you.

At DSV performance is in our DNA. We dont just work we aim to shape the future of logistics. This ambition fuels a dynamic environment built on collaboration with world-class team players accountability and action. We value inclusivity embrace different cultures and respect the dignity and rights of every individual. If you want to make an impact be trusted by customers and grow your career in a forward-thinking company this is the place to be.

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