Key Accounts Manager- 3PL

Role & responsibilities

• Manage and develop relationships with key clients to ensure long-term partnerships and customer satisfaction.
• Act as the primary point of contact for clients regarding day-to-day operations, service delivery, and escalations.
• Coordinate with warehouse, transportation, inventory, and operations teams to ensure smooth execution of client requirements.
• Monitor SLAs, KPIs, turnaround time (TAT), inventory accuracy, order fulfilment, and overall service performance.
• Conduct regular client meetings, Monthly Business Reviews (MBRs), and Quarterly Business Reviews (QBRs).
• Prepare and present MIS reports, operational dashboards, performance reports, and business review presentations.
• Handle customer complaints, resolve operational issues, and implement corrective and preventive actions.
• Identify opportunities for account growth, service enhancement, cross-selling, and upselling.
• Monitor account profitability, operational costs, billing accuracy, and commercial commitments.
• Coordinate with finance teams for invoicing, billing disputes, outstanding payments, and account reconciliation.
• Ensure compliance with contractual obligations, client SOPs, quality standards, and company policies.
• Work closely with internal stakeholders to improve productivity, optimize costs, and enhance customer experience.
• Support contract renewals, rate negotiations, and implementation of new client requirements.
• Maintain accurate account documentation and ensure timely communication with all stakeholders.