Key Account Manager, Mandarin and English Speaking

An Account Manager is responsible for ensuring that clients using the company's logistics services are satisfied and achieve their desired outcomes. This role involves a combination of customer service, account management, and logistics operations to maintain high levels of client satisfaction and retention. The specialist acts as a bridge between the clients and the company's operations, ensuring smooth communication and effective problem-solving.

This role must have the ability to speak English and Mandarin to better serve the clients we work with heavily.

How you will achieve success in this role:

• Client Onboarding and Training: Schedule, train and lead initial meetings with new clients to understand their specific logistics needs and goals.
• Relationship Management: Conduct regular meetings (weekly, monthly, or quarterly) with clients to review account performance, discuss upcoming needs, and address any concerns.
• Issue Resolution & Troubleshooting: Serve as the primary point of contact for client issues, diagnosing problems quickly and accurately.
• Performance Monitoring and Reporting: Monitor key performance indicators (KPIs) for each client account, such as delivery times, order accuracy, and inventory levels.
• Contract and SLA Management: Ensure all client contracts and Service Level Agreements (SLAs) are up-to-date and reflective of current services and expectations.

What experiences will help you in this role:

• 2+ years of experience in customer success, account management, or logistics customer-facing operations.
• Experience in the 3PL, E-commerce, Fulfillment, and Retail industry is highly desirable.
• Bachelor’s degree or equivalent experience in business or related field.
• Exposure to global customers and an understanding of international markets is desirable.
• Fluent in English and Mandarin.