Key Account Manager

Location: Bangalore

Key Responsibilities (KRAs)

• 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.

• 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.

• 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.

• 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.

• 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.

• 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.