Senior Customer Service Representative – Key Accounts

The main purpose of the job is to provide Customer Service Excellence to key account clients, as well as supporting other valuable customers consistently day in day out.

The job exists to grow profitable revenue and meet specific company objectives by focusing on Customer Service Excellence, customer retention, development, and acquisition of new business.

The job contributes towards achieving the target revenue of the Division by creating a profitable customer relationship with key account clients and other valuable customers, growing their business, and bringing in new customers.

Job Description

1. Key Account Management & Growth

• Serve as a primary point of contact for assigned key accounts, ensuring a high level of client satisfaction.

• Develop and maintain strong, long-term relationships with decision makers and key stakeholders within client organization.

• Manage the complete logistics cycle for key accounts, ensuring accuracy, timeliness and quality of services.

• Resolve complex issues or service disruptions quickly and efficiently.

• Monitor and meet all clients SLAs and KPIs while ensuring service consistency and contract compliance.

• Identify upselling and cross selling opportunities based on client needs and operational insights.

• Assist in preparation and follow up of client quotations, rate proposals, and contract renewal.

• Develop and refine SOPs for key accounts.

2. Operating systems data entry

• Ensure accuracy & timely data entry into GAC operating system as well as 3rd party online systems to avoid future financial implications.

3. Ensure omission of errors & accuracy in billing

• Verify job costs allocations, provisions, billing amounts with prompt escalation in case of any errors noticed.

• Coordinate with operations team to ensure timely billing and help resolve invoice related disputes or queries.

4. Reporting requirements

• Ensure prompt & accurate daily, weekly, monthly reports as is required. Either internally by department heads/ others or externally by customers.

5. Strategic thinking on workflow

• Develop a thorough understanding of key clients' needs and requirements and provide customized solutions accordingly.

• Provide high standard of service to client’s while continuously looking at where we can improve our internal processes for increased efficiency.

6. Compliance with various authorities

• Compliance with port, customs, airport authorities, overseas authorities involved in international trade.

• Any Logistics/ Supply chain/ Shipping diploma’s / degrees.

• Minimum 2 years experience in similar position.

• High level of industry knowledge

• Excellent English & Bahasa Malaysia communication skills (both written & spoken)
• Proficient with MS Office applications (Excel and PowerPoint) and ability to learn new software quickly

• Able to work independently, team player, able to multi-task, self - motivated, work under pressure and make quick decision to solve issue.