The Key Account Specialist is responsible for managing and growing strategic customer accounts by developing strong client relationships, ensuring operational excellence, and identifying business growth opportunities. The role serves as the primary liaison between clients and internal departments to ensure customer satisfaction, retention, and long-term partnership development.
Core Responsibilities
Account Relationship Management
- Serve as the primary point of contact for assigned key accounts
- Build long-term relationships with clients and decision makers
- Conduct regular account reviews and business meetings
- Ensure high customer satisfaction and retention
Business Development & Revenue Growth
- Identify upselling and cross- selling opportunities (add extra billable services)
- Develop account growth strategies and business plans. Annual sales growth plan per assigned account
- Monitor sales performance against targets - track their assigned accounts achievement of planned volume and make plan adjustments to recover if volume drops
- Support contract renewals and commercial negotiations - Ensures that key accounts abide by the service contract and is renewed every year.
- Is active in conducting the following with assigned clients
- Revenue growth Plans
- Business reviews
- Escalation management
- Long-term partnerships
- Client retention programs
Operational Coordination
- Coordinate with Operations, Brokerage, Transport, (Contracted Warehouse if any), and Finance teams.
- Ensure timely processing and fulfillment of assigned client requirements
- Monitor service delivery performance and issue resolution - making sure that departments are fulfilling their commitments to agreed or standard service levels (days/process, service updates daily)
- Escalate critical concerns when necessary - when service delivery hits a snag, they escalate to head of department for immediate action, or to CEO
Client Support & Problem Resolution
- Receives and resolve client concerns proactively and professionally
- Monitor service quality and compliance with agreed SLAs and update clients on Top1's performance level.
- Maintain strong communication during shipment or project execution - providing regular feedback at key service milestones
Reporting & Analysis
- Prepare account performance reports
- Monitor KPIs, sales trends, and customer activity
- Analyze customer requirements and market opportunities
- Maintain CRM and account documentation
Suggested Qualification
- Bachelor's Degree in Customs Administration, a licensed customs broker. Business Administration, Marketing, Logistics, Supply Chain, or related field.
- 2-5 years experience in Account Management, Sales, Customer Service, or Logistics Coordination
- Strong communication and relationship-building skills
- Excellent coordination and problem-solving ability
- Experience in logistics, customs brokerage, freight forwarding, or B2B services is an advantage
- Has good sales volume planning skills
- Proficiency in Microsoft Excel, PowerPoint, and CRM systems
- Willing to work Monday to Friday (Onsite) and Saturday (WFH)
