JOB PURPOSE
As Key Account Specialist you are the service owner for key accounts either within a defined scope (segment / industry / geography) or for named key accounts. You safeguard the delivery of the premium services we wish to consistently provide to our key accounts by executing services per contracts and providing efficient solutions proactively, thereby meeting ONE's service KPIs. You act as an escalation point for cases that cannot be resolved by our Customer Care team. You support Key Account Executives by providing insights into service performance, quality as well as other valuable data. Should there be no Key Account Support for an account assigned to you, you assist with Tender Management and Spot rate inquiry where self-service can't cover.
KEY AREAS OF RESPONSIBILITY
Service Execution
You are in charge of executing the contracted service solutions for the key accounts (RKA/LKA) assigned to you, aiming at achieving our (premium) service KPIs.You actively cooperate with the customer's local level stakeholder in a highly professional and efficient manner, thus meeting the high service expectations of our key accounts. In case the assigned Key Account Support (i.a.) or Customer Care team cannot resolve a case, challenge, enquiry or complaint you will be the escalation point. In line with your location's business & client portfolio you may also be in charge of following-up any cross trade accounts/opportunities.
Business Performance Insights
You support our Key Account Executive(s) by supplying them with insights on service performance, service quality as well as market trends, leads, business potential etc.
Tender Management
On top of the aforementioned responsibilities you may also be in charge of the tasks of Key Account Support (= Contract Key Account Support = C-KAS). This will apply in case there is no designated Key Account Support for the accounts assigned to you.
Customer visits & Outside Sales Activity
The role also foresees customer visits & external sales activity.
Digital Adoption
Support ONE's digital transformation by utilising and promoting our e-commerce platform and our self-service tools as applicable and relevant to your tasks and responsibilities. ONE is currently in a digital transformation process. Implementing new tech enablers, SOPs and workflows, and adjusting job roles, titles and key areas of responsibility is a dynamic process. The job outlined is likely to evolve alongside those implementations and transformation overall. Therefore, this job description will require amendments and will be updated accordingly.
SKILLS, QUALIFICATIONS and EXPERTISE
Education - Vocational training or equivalent
Technical Skills Broad shipping and logistics knowledge - Digital skills and technical affinity - Advanced levels of English (C1)
Soft Skills Customer Focus - Effective Communicator - Learning & Growth Mindset -Problem Solving - Dependability
COMPETENCIES
Achieve Personal Work Goals & Objectives
Delivering Results & Meeting Customer Expectations
Applying Expertise and Technology
Planning & Organising
Analysing
In addition to the major responsibilities detailed in this job description, the job holder will carry out any other duties or projects assigned by the company. There will be a requirement to be flexible on hours of work in accordance with operational business needs, this will also be required to assist the department to meet its KPIs
Ready to join our team? Apply today!
