Executive, Fulfillment (Key Account)

9 Months ago • 1 Years + • $3,500 PA - $5,500 PA

Account Management

Job Description

Own and manage client relationships from onboarding to building customer trust in Fulfillment services. Manage day-to-day operations and change requests, providing primary customer support for operational and system inquiries. Coordinate with internal stakeholders to understand customer needs, maximize retention and growth, and communicate learnings. Maintain customer success metrics, documentation, and data. Prepare and review presentations, negotiate contracts, and handle ad hoc fulfillment tasks. Provide technical fulfillment expertise and create customer retention through value proposition and continuous improvement. Requires experience in sales, business development, account management, customer success, or operations, specifically in 3PL logistics, fulfillment, and warehousing.

Good To Have:

Proficiency in Mandarin for overseas clients

Must Have:

Own and manage client rapport
Manage day-to-day operations
Provide customer support
Maintain customer success metrics
Prepare and review presentations
Contract negotiation experience
Handle fulfillment tasks
Provide technical fulfillment expertise
Create customer retention
At least 1 year of experience
Experience in 3PL logistics/fulfillment/warehousing
Proficiency in Microsoft Office and Google Workspace
Proficiency in English and Bahasa Melayu

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Job Responsibilities

Own and manage rapport with existing clients from onboarding, training, and build customer trust towards Fulfilment service.
Manage day-to-day operations and manage change requests raised by assigned accounts.
Main customer support for existing operational and system enquiries.
Coordinate with internal stakeholders to understand customer needs, maximize retention and growth, and communicate learnings.
Maintain existing customer success metrics, documentation and data.
Independently prepare, draft and review presentations with customers.
Work closely on contract negotiation and engagements between clients and legal team.
Handle inquiries and perform related duties including ad hoc and fulfilment related tasks as assigned.
Provide technical fulfilment expertise for incoming, onboarding and existing customers.
Create customer retention using value proposition and continuous improvement

Job Requirements

At least 1 year experience in sales, business development, account management, customer success or operations role.
Experience in 3PL logistics business, particularly fulfilment and warehousing.
Track Record on provide service that is up to shipper or platform expectation
Candidate must possess at least Diploma / Degree in any field.
Strategic, innovative, and creative personality with a strong business acumen
A passion for working in and managing a fast-paced, collaborative environment
Adept multi-tasker with ability to quickly prioritize and effectively delegate tasks
Operations or account management experience in Logistics market (either eCommerce or B2B)
Strong existing working relationships with clients and internal teams
Proficiency in Microsoft Office (Word, Powerpoint, Excel) and Google Workspace (Docs, Slides, Sheets, Forms)
Proficiency in English and Bahasa Melayu (Reading, Writing & Speaking. Proficiency in Mandarin will be added advantage for handling of overseas clients)