Key Account Manager

2 weeks ago

Shah Alam, Selangor, Malaysia CWL Crane Worldwide TransportationSdnBhd Full time
Tactical retention responsibilities for assigned accounts include the following:

  • Lead and manage the implementation of new services in collaboration with the appropriate operational staff at all origins and destinations.
  • Coordinate, distribute, and maintain Standard Operational Procedures (SOPs) with Sales, Operations, and Finance.
  • Build relationships beyond the main points of contact and penetrate the organisational structure.
  • Ensure that all Crane Worldwide offices servicing the account understand and execute SOPs accordingly.
  • Maintain rates and assess yields monthly.
  • Monitor the account for timely payments and assist with collections on pastdue invoices.
  • Set up internal reports to monitor our performance in meeting critical milestones.
  • Immediately communicate any issues or exceptions to Operations.
  • Enter all meeting notes, action items, complaints, and compliments into our CRM and distribute them to appropriate people in the global network.
  • Assign a corrective action to every issue/complaint and follow up on the effectiveness of corrective action to ensure client satisfaction with the resolution.
  • Manage and lead business reviews and establish a quarterly review cycle, at a minimum.
  • Engage Sales and Operations to participate in client meetings, presentations, and business reviews.
  • When necessary, travel within the region to visit accounts/account sites and Crane Worldwide offices to review procedures and maintain customer information/satisfaction.
  • Update the status of progress on business opportunities.
  • Continuously focus on penetrating other areas of the business for additional support and to uncover additional business opportunities.
  • Ensure that all company policies and regulatory requirements are adhered to.

Strategic Responsibilities:

  • Understand accounts' business strategy, objectives, and risks/constraints; continually focus efforts on providing solutions to achieving objectives and mitigating risks/constraints.
  • Continuously pursue and implement more efficiency and costreduction measures.
  • Provide accounts with market updates (trade agreements, strikes, new capacity being introduced, etc.) and educational support.
  • Identify growth opportunities and develop a strategy to secure opportunities with the appropriate internal resources.
  • Create a business development plan with short
- and long-term business objectives, initiatives, and quantified value-added contributions.

Skills, Knowledge & Abilities

  • Minimum two years of experience in the industry or related service industry required.
  • At least one year of operational experience in the specific service(s) that the account utilizes is a must.
  • Ability to define, develop, and document business processes and procedures is required.
  • Exceptional organizational skills
  • Strong written and verbal communication skills, with the ability to deliver presentations.
  • Proficient in various computer skills, including Microsoft Office suite.
  • Detailoriented, capable of multitasking, and meeting deadlines.
  • Selfmotivated, comfortable working independently or as a team member.
  • Strong customer service, problemsolving, and interpersonal skills.
  • Capable of troubleshooting and problem resolution.
  • Adaptable to changing demands.

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