Customer Service Lead Key Accounts

About the Role

We are seeking an experienced, proactive, and dynamic Customer Service Lead – Key Accounts to join our team in Delhi. In this pivotal role, you will act as the single point of contact and on-site Face of the Company for high-profile global accounts.

You will drive high-touch customer relationship management and seamlessly coordinate both air import and air export movements with internal operational teams and the customs clearance department. The ideal candidate thrives in a fast-paced environment, possesses excellent soft skills and executive-level communication, and operates with a proactive, Zero-Inertia mindset.

Objective

To provide high-touch, proactive relationship management for global customers, ensuring Zero-Inertia operations, seamless cross-departmental coordination for air import/export processes, and executive-level written and verbal communication.

Core Responsibilities

• Strategic Account Ownership:
• Serve as the primary on-site relationship lead in Delhi for key global accounts.
• Manage daily high-profile client interactions, build long-term trust, and handle high-level operational escalations seamlessly.
• Proactive Communication & Relationship Management:
• Ensure 100% operational transparency by delivering proactive status updates and milestone alerts before the client asks.
• Maintain precise, high-touch verbal and written communication in English across international stakeholders and senior client leadership.
• Air Import & Export Coordination:
• Oversee end-to-end air import and air export movements for key global accounts from pick-up to final delivery.
• Act as the primary bridge between the client and the internal Customs Clearance team, ensuring accurate documentation flow, tracking clearance milestones, and ensuring strict compliance with trade regulations.
• Documentation & Permit Tracking:
• Take complete ownership of client-specific paperwork, import/export permits, licenses, and regulatory compliance documents required for customs processing.
• Identify potential customs or logistical bottlenecks early and collaborate closely with clearance specialists to resolve them with high urgency.
• Performance Analytics & Reporting:
• Transform complex operational and shipment data into professional Service Health reports, dashboards, and presentations.
• Present quarterly and monthly operational reviews to regional and global executive leadership.

Candidate Profile

Experience:

• 5–10 years of hands-on experience in Secure Logistics, Freight Forwarding, Global Supply Chain, or Key Account Management.
• Strong functional knowledge of Air Import & Air Export procedures, trade documentation, and customs compliance requirements.

Technical Skills & Proficiencies:

• High proficiency in MS Office (Advanced Excel, PowerPoint, Word) for reporting, data analysis, and executive client presentations.
• Quick adaptability to internal ERP systems, tracking platforms, and logistics software.

Soft Skills & Mindset:

• Flawless Communication: Exceptional written and spoken English, suitable for engaging high-profile clients and global executives.
• Proactive & Solution-Oriented: A Zero-Inertia operational mindset with strong problem-solving capabilities, speed of response, and high attention to detail.
• Stakeholder Coordination: Strong interpersonal skills to effectively collaborate with internal customs clearance teams, airlines, and external client partners.

Apply Now

 Interested candidates are invited to share their updated CV at: [Confidential Information]

AT FERRARI GROUP, WE BUILD RELATIONSHIPS : Ferrari Group is the one-stop service provider specializing in shipping, integrated logistics and high value-added services for jewelry and precious goods, worldwide. Ferrari Group firmly believes that the key to winning the hearts of clients lies in adding value: the company places a very strong emphasis on high service quality, flexibility, timeliness, responsiveness and accurate solutions to customers needs. If you have the top skills we require and are interested in discovering why Ferrari Group really stands out from the rest, we look forward to receiving your application. Ferrari is an equal opportunity employer that is committed to diversity and inclusion in the workplace. We prohibit discrimination and harassment of any kind based on race, color, sex, religion, sexual orientation, national origin, disability, genetic information, pregnancy, or any other protected characteristic as outlined by laws. Ferrari makes hiring decisions based solely on qualifications, merit, and business needs at the time.