Key Account Staff

The Key Account Staff is responsible for providing customer service for Corporate Accounts, being the main point of contact for existing customers and suppliers, and coordinating with the regional/global team and country operation teams. This position will also interact with customers to provide and process information in response to product and service inquiries, concerns, and requests. The goal is to ensure customer satisfaction and build lasting relationships with Corporate Accounts.

► Customer Service for Global Account:

• Respond to inquiries and handle requests from CA/CAC/RA tier accounts, customer, and their vendors (Booking Request, Spot Rate offer Requests, and Information Requests are mainly categorized).

• Confirm bookings and monitor cargo shipments to meet Service Level Agreements (SLA).

• Negotiate contracts with CA/CAC/RA tier accounts and offer RFQ rates (if any).

• Ensure accuracy and timeliness of internal billing submissions.

• Provide regular reports to regional teams, customers, and management for internal/external purposes.

• Keep and build relationships with customers and their vendors in Vietnam, making for better operations and a good service level.

► Operation Monitoring:

• Develop and follow a Standard Operating Procedure (SOP) for each transportation mode and/or service.

• Monitor operations teams and update shipment and/or booking status.

• Input a daily shipping plan for the booking and operations teams to follow.

• Do regular Customer Satisfaction Surveys as per KWE Vietnam’s format.

• Conduct regular customer satisfaction surveys and report results.

► Other:

• Verify customers and maintain customer databases.

• Build relationships with customers through visits.

• Keep customers informed about market trends and regulations.

• Attend meetings, conferences, and workshops hosted by clients or headquarters.

• Perform other tasks as assigned by the superiors.

• Regularly monitor emails and respond promptly to messages with the necessary information within 24 hours of receiving the initial inquiry.

• Record activities and deals in the customer relationship management (CRM) system (if any).

• Report to direct superiors as requested.

► Education and experience:

• Bachelor's or higher education degree in a relevant field.

• A minimum of 02 years of experience. Advanced training or certifications with demonstrated experience or expertise in the forwarding and logistics industry processes and practices.

• Experience in using systems for bookings, documentation, shipping document insurance, and intranet.

• Hands-on experience in executing all aspects of operational procedures efficiently.

► Required skills and abilities:

• Good at MS Office (Word, Excel, PowerPoint).

• Intermediate English proficiency. Another language (Japanese, Chinese, Korean, etc.) is a benefit point.

• Ability to work well under pressure and manage multiple tasks simultaneously.

• Excellent verbal and written communication skills, with an emphasis on active listening.

• High attention to detail, accuracy, and the ability to proofread and edit work.

• Customer-focused with a strong customer service orientation.

• Flexibility and adaptability to change.

• Proactive and self-starter with initiative and problem-solving skills.

► Working conditions and