Executive, Cross Border (Key Account)

Responsibilities

Operate as the lead point of contact for all matters specific to your assigned clients via email and calls.
Identify major trends or issues and assume responsibility for resolution or escalation with existing accounts.
Work with internal stakeholders to recognize and resolve daily operational issues.
Provide routing information and issue shipping instructions to ensure deliveries arrive on time and to their correct location.
Responsible for tracking of goods en-route to their destination ensuring any problems that may arise are resolved so as to avoid delays.
Develop, implement and maintain appropriate analytical tools to establish goals and measure performance of the Company for reports distribution to internal and external stakeholders.
Analyse and report client status including sales trend, service level performance, service issues.
Own and manage rapport with existing Singapore clients from build customer trust towards cross border service.
Coordinate with internal stakeholders to understand customer needs, maximize retention and growth, and communicate learnings.
Assist with Singapore client inquiries related to the parcel and others.
Handle customer complaints and refunds

Requirements

Able to Speak, read and write in Mandarin - to liaise with mandarin speaking clients
Fluent in English and Bahasa Malaysia
Candidate must possess at least a bachelor's degree in any field.
Experience in account management is an advantage.
Experience in delivering client-focused solutions based on customers’ needs.
Preferably Junior Executive with prior experience in Customer Service, Account Management or Logistics/Supply Chain frontline role.
Able to work in a fast-paced environment, manage multiple clients at a time with tact and professionalism.
High conscientiousness, client-centricity, and good communication skills
Possess own transport / willing to travel.