Key Account Customer Sales Support

Job Summary

The Key Account Customer Sales Support is responsible for supporting end-to-end sales and service processes for high-value key accounts. This role combines operational coordination, customer relationship management, and cross-functional collaboration to ensure seamless execution of logistics solutions. The incumbent will act as a bridge between sales, operations, and clients, driving customer satisfaction and supporting business growth while maintaining operational efficiency.

Job Description

1. Strategic Sales Support & Solution Coordination

• Translate customer requirements into actionable sales support plans and service proposals in collaboration with solutions and operations teams.

• Develop standardized support frameworks for key accounts, ensuring alignment with company profitability and service goals.

• Collaborate with Sales, Product, and Operations teams to identify upsell and cross-sell opportunities for key accounts.

• Conduct feasibility assessments and cost-benefit analyses to support customer solution decisions.

2. Project Implementation & Cross-Functional Coordination

• Oversee the onboarding and implementation process for new key accounts, ensuring timely and accurate setup of services.

• Coordinate with internal departments (IT, Warehousing, Transportation, Customs, etc.) to resolve customer-specific operational issues.

• Establish service review protocols, escalation procedures, and post-implementation follow-ups to ensure client satisfaction.

3. Operational Support & Process Improvement

• Support the standardization of operational workflows for key accounts, embedding best practices in order management, shipment tracking, and exception handling.

• Participate in continuous improvement initiatives to reduce response times, improve service accuracy, and enhance account scalability.

• Identify manual or repetitive tasks in customer support processes and recommend automation or system enhancements.

4. Stakeholder & Client Relationship Management

• Act as the primary operational contact for key account customers, addressing inquiries, resolving issues, and managing expectations.

• Support contract and pricing negotiations by providing accurate operational data and service feasibility inputs.

• Manage day-to-day relationships with key accounts, serving as the escalation point for service or execution issues.

Requirements

• Bachelor's Degree in Logistics, Supply Chain Management, Industrial Engineering, Business Administration, or a related field.

• 5+ years of experience in logistics, supply chain, contract logistics, freight forwarding, or customer sales support.

• Experience in key account management and customer implementation is highly preferred.

• Strong knowledge of warehousing, transportation, freight forwarding, customs, and supply chain operations.

• Ability to coordinate end-to-end logistics support and operational processes for key accounts.

• Strong analytical and problem-solving skills.

• Excellent project coordination and stakeholder management abilities.

• Proficiency in Microsoft Office, especially Excel and PowerPoint.

• Strong communication and presentation skills.

• Experience supporting regional or multinational key account customers.

• Experience in e-commerce, high-tech, healthcare, retail, or manufacturing supply chains is a plus.