Customer Relation Manager

The Opportunity:

• Key Account Management & Customer Experience: Act as the primary internal contact for designated key/strategic accounts, ensuring customer expectations are met by coordinating closely with stakeholders across regions and divisions. Manage the gap between customer expectations and company performance.
• Client Relationship Development: Proactively manage and grow relationships within an assigned portfolio, identifying new sales opportunities (including cross-selling). Regularly conduct business reviews (monthly, quarterly, annually) to ensure key performance indicators (KPIs) are met.
• Revenue Growth & Strategic Expansion: Develop and implement strategies to increase revenue and profitability from existing clients. Identify and pursue growth opportunities with new strategic clients in the region, participating in rate negotiations and cooperating with global account leads as needed.
• Operational Excellence & Client Escalation Management: Ensure customer service standards are met by collaborating with operational teams. Handle client escalations (e.g., shipment delays) and actively resolve issues while utilizing the latest IT tools and CRM systems to maintain data compliance.
• Profit Maximization & Contract Management: Attract new business opportunities, oversee contract negotiations, and ensure compliance with company standards. Support finance teams with daily sales outstanding (DSO) management if required and monitor client developments for escalation as needed.
• Customer-Centric Approach: Build and maintain key contacts within the Toll Network, aligning with the "One Toll" strategy. Serve as the main point of communication for assigned customers, managing service level agreements (SLAs), standard operating procedures (SOPs), and contractual obligations while participating in face-to-face meetings and client-centric initiatives.

What you'll need to succeed:

• Over 5 years of expertise in freight forwarding: Skilled in development, client relationship management, and Key Account Management, with a preference for experience across multiple countries.
• Proactive and solutions-oriented: Demonstrated ability to take ownership of challenges, drive fast, clear resolutions, and maintain strong customer service focus.
• Collaborative and growth-focused: A team player who is eager to learn, develop, and contribute to team success, while also excelling in virtual environments and diverse settings.
• Strategic account management: Capable of driving regional or global business as an account owner, with extensive support from top management as part of the business driver team.
• Customer-centric approach: Results-oriented, with strong problem-solving skills and the ability to creatively address core issues, operating effectively at various organizational levels.
• Multicultural experience and communication: Adept at working with a dynamic, diverse team across the Asia region, with excellent verbal and written English skills for clear, effective communication.