The Cross Border Commercial Key Account Management team supports shipper onboarding, retention, sales strategies, and data visibility. This role, based in Subang Jaya and reporting to the Regional Assistant Manager, sits within the Retention team and focuses on managing key accounts, handling escalations, guiding shippers through new service onboarding, driving revenue growth through account planning, and monitoring performance.
The ideal candidate is proactive, client-focused, adaptable, and a strong team player, committed to solving challenges and retaining shippers in a highly competitive market.
Job Responsibilities
- Synthesize MBR data and conduct monthly business reviews with key accounts to provide insights on operational / commercial metrics
- Take ownership of and manage relationships with high volume (existing) key accounts to ensure commercial and operational success
- Provide excellent client service to partners, primarily by engaging with internal and external stakeholders and using qualitative and quantitative data to identify, troubleshoot, and address issues affecting performance
- Lead the development and implementation of account management plan(s), including overall account strategy, relationships building, performance monitoring, and mining growth opportunities for key accounts
- Be the voice to key accounts and provide constructive feedback to commercial / solutions / operations excellence team to drive strategic growth of new opportunities
- Ensure maximum value extraction from existing accounts, to expand scope of opportunities to new lanes and services
- Account-manage Cross Border B2C shippers on daily operations (smooth handover of parcels, SLA monitoring, compensations, remittance, billings)
- Communicate independently with Cross Border Country Ops, Cross Border Opex & Country Cross Border Key Account Managers, on shipper operational escalations(shipper info changes, SLA lapses)
- Drive & Own resolution of all portfolio's shipper operational escalations
- Onboarding new Cross Border shippers, (includes training of shippers ops team, update to respective countries, full info collection)
- Monitor first shipment closely to ensure SOPs are internalized by Shipper and make corrections where necessary
- Guide & Provide SOPs to client for Standard API integration which includes following up with tech (if necessary) and explain step-by-step on API sandbox testing process
- Maintain and update CRM and Internal shipper related database to ensure data hygiene and visibility for internal stakeholders
- Liaise with and support account managers to ensure SOP adherence of shipper post onboarding
Job Requirements
- Bachelor's degree in any field
- 13 years of account management experience
- Strong ability to engage and influence senior stakeholders in client organizations
- Excellent written and verbal communication skills
- Proficient in MS Word, PowerPoint, and Excel
- Proven experience in managing complex, multi-stakeholder commercial and operational projects
- Good understanding of cross-border operations and solutions
- Experience working across different geographies, teams, and individuals
- Proficiency in Mandarin and/or an additional SEA language preferred
