Job Description
JD :
- Primary focus on Revenue Growth from the handled portfolio.
- Effective management of the team including backend and sales support consisting of AM/ Executive levels.
- Retaining and growing the existing base of business as per the targets set by the organization for the month/ quarter/ year.
- Achieves new business & customer retention goals by leading & controlling a structured negotiation process to secure the best terms for Ecom express & the Customer.
- Identifying new business opportunities, Up-Selling / Cross-Selling.
- Initiates & leads the design and development of tailored solutions that support unique customer requirements.
- Starting and monitoring new Projects.
- Driving Performance and Service Levels.
- Builds & maintains an appropriate network of key contacts within each Customers business who can facilitate decision-making & actions needed to achieve the required results.
- Full engagement in monthly and weekly reviews.
- Handling customer escalations preparing RCA and providing the solution.
- Driving the backend activities ( as allocated )
- Engagement in Reconciliation / Payments / DSO.
- Working towards minimizing the debits.
- Billing and payment collection.
- Act as a key point of contact for all the customers in the cluster.
- Responsible for the team's performance in terms of service and revenue growth.
- diverse methods/tools to keep abreast of changes & emerging trends within the customer, competitor & macro business environments and identifies potential opportunities or risks for Ecom Express. As appropriate, translates these into specific information/actions for the customer or recommendations for management review.
- Provides timely and accurate standard reports to management including summarizing sales activities, competitor information, business opportunities or threats, etc.
Closely work with cross-functional departments for macro and micro issues affecting customer satisfaction.
ESSENTIAL/LIKELY EXPERIENCE:
Essential
5-7 Years in Client Servicing/ Customer Facing function of a reputed logistics
Preferred
- Skills, experience & knowledge of modern business methods and controls in the logistics industry.
- Experience in managing customer experience
Team Management
QUALIFICATION/TECHNICAL KNOWLEDGE:
- Graduate Degree in any Discipline
- Good knowledge of logistics / E-commerce industry and operational processes and systems.
- Proven ability in business development and customer service
- MS Excel/ MS PPT
- Proven ability in team management
Preferred
Postgraduate Degree in Management
experience - 5yrs +, eCommerce/logistics
candidate with good academics/masters from a renowned B school will be an added advantage
job location - Gurgaon (head office )