Key Account Management (SPX Express)

Job Description

• Acquire opinions and needs of customers, then work closely with Operations, to improve service quality, and bring positive experiences and satisfaction to customers.
• Build and maintain strong, long-lasting customer relationships.
• Provides prompt and efficient service to Sellers including the appropriate escalation of Sellers’ issues.
• Regularly forecast the volume from the key sellers.
• Identify, capture seller demand, and grow opportunities to ensure growth volume/revenue of accounts & develop a trusted relationship with them.
• Assist with high-severity requests or issue escalations as needed.
• Able to coordinate with cross-functional teams to identify issues and follow up on solutions.
• Driven to achieve team goals and transparently sharing ideas to help the team improve performance.
• Maintains acceptable performance metrics such as quality, productivity, first contact resolution, and attendance
• Acts as the primary interface between SPX Express and our 3rd party sellers, providing phone and/or email support governed by internal service level agreements. Responsible for providing timely and accurate operational support to 3rd party Sellers on the SPX Express platform
• Liaise with other departments such as Customer Service, Operations, or Payments teams as required to resolve Seller’s issues and questions.

Requirements

• Preferred background in Business, Logistic, or related fields 1-2 years' experience in e-commerce logistics/ key account management
• Have a good sense of process understanding and workflow optimization.
• Good at communication, negotiation, and problem-solving.
• Work independently and proactively take on new responsibilities where most needed.
• Good data analysis skills and Google Sheets is a big plus.
• Desire to learn and desire to understand how the world works.
• A proactive, fast learner, team player with ability to work in dynamic environments