Key Account Operations Executive

Job Summary

The Key Account Operations Executive is responsible for managing the day-to-day operational performance of assigned key customers. You will work closely with customers, internal teams, and external service providers to ensure smooth service delivery, resolve issues, and maintain strong customer relationships.

You will also support account performance, continuous improvement, commercial activities, and digital initiatives to enhance customer experience and business value.

Key Responsibilities

• Manage the end-to-end operational performance of assigned key accounts and ensure agreed service levels are met.
• Act as a key point of contact for customers and coordinate with internal teams and external service providers.
• Coordinate logistics activities across freight, warehousing, last-mile, customs, and technology platforms.
• Monitor KPIs, SLAs, service performance, and customer satisfaction, and support regular customer reviews.
• Proactively identify operational issues and risks and coordinate timely resolution and recovery actions.
• Manage customer escalations and ensure effective communication and follow-up.
• Build strong customer relationships through proactive engagement and service excellence.
• Identify opportunities for process improvement, network optimization, value-added services, and account growth.
• Support commercial activities including pricing reviews, contract renewals, SLA management, billing, disputes, and cost control.
• Support the implementation and adoption of digital tools, dashboards, and reporting platforms.
• Maintain accurate account records, performance reports, and action plans.
• Work with relevant teams to drive continuous improvement based on customer feedback and business needs.

Requirements

• Minimum 3 years of relevant experience in logistics or supply chain operations.
• Diploma or Degree in Logistics, Supply Chain, Business, Operations, or a related discipline.
• Experience in logistics, freight forwarding, supply chain, customer service, or key account operations is preferred.
• Good understanding of end-to-end logistics and supply chain processes.
• Strong communication, coordination, and stakeholder management skills.
• Customer-oriented with good problem-solving and analytical abilities.
• Able to manage multiple priorities in a fast-paced environment.
• Commercial awareness and understanding of costs, pricing, and service agreements.
• Proficient in Microsoft Office and comfortable working with data and digital platforms.
• Proactive, detail-oriented, and able to take ownership of issues through to resolution.