Key Account Manager

Position: Key Account Manager (KAM)

Department: Operations

Location: Chennai Mumbai Delhi.

Reporting To: Regional Manager

Role Summary:

The Key Account Manager (KAM) is responsible for managing strategic customer accounts driving revenue growth ensuring service excellence and maintaining strong client relationships. The role requires coordination with operations billing customer service and management to meet customer expectations and company objectives. Do monthly LSP Review with Customer prepare KPIs or performance report. Do monthly outstanding re-conciliation with Customer and follow up Bills receivables.

Key Responsibilities:

1. Account Management

- Serve as the primary point of contact for key logistics clients.

- Manage end-to-end customer relationships and handle escalations.

- Ensure quick resolution of operational issues billing discrepancies and service level escalation.

2. Business Growth & Revenue

- Achieve revenue volume and profitability targets.

- Identify upselling and cross-selling opportunities across logistics verticals (PTL FTL warehousing express multimodal).

- Conduct performance reviews and share performance insights with clients.

3. Customer Service & Operations Coordination

- Monitor delivery performance TAT POD shortages/damages and overall service quality.

- Coordinate closely with operations for seamless execution and customer satisfaction.

- Track service KPIs and SLAs and ensure adherence to customer requirements.

4. Contract & Commercial Management

- Support in drafting reviewing and executing rate contracts and agreements.

- Ensure pricing accuracy billing completeness and compliance with GST norms.

- Coordinate with finance for credit approvals and payment follow-ups.

5. Reporting & Data Analysis

- Maintain dashboards on revenue tonnage service issues and account performance.

- Prepare monthly MIS and share with internal teams and customers.

- Use analytics to identify gaps and implement service improvements.

6. Internal Collaboration

- Work closely with operations CS finance billing legal and warehouse teams.

- Ensure timely sharing of PODs invoices and relevant documentation.

- Support internal teams to ensure smooth business continuity for key accounts.

Key Skills & Competencies:

- Strong client relationship and negotiation skills

- Excellent communication and presentation abilities

- Good understanding of logistics operations (PTL FTL WH Express SCM)

- Analytical mindset and problem-solving capabilities

- Ability to manage pressure escalations and complex customer needs

- Proficiency in Excel PowerPoint and CRM tools

Qualification & Experience:

- Graduate / MBA preferred

- 3 5 years of experience in logistics supply chain transportation or related fields

- Experience in key account handling is highly preferred

Performance Indicators (KPIs):

- Revenue growth and retention

- Account profitability

- SLA & KPI adherence

- Customer satisfaction (CSAT NPS)

- Timely reporting documentation and issue resolution