Position Title: Key Account Executive
Employer: DHL
Employment: Full-Time | Contract
Place of Work: Addis Ababa - Ethiopia
Posted date: 4 months ago
Deadline: Submission date is over
Job Summary
Ensuring the smooth execution of Key Account Servicing strategy for selected accounts in line with the direction of the Customer Care & Key Account Supervisor and Sales Managers. Continuously working with customers to identify and incorporate their evolving and emerging needs in Key Account Servicing.
Key Responsibilities
- Provide the full suite of customer service offerings (including bookings, inquiries, quotes, supply requests, queries) to Key Account customers, in addition to customized contracted services (Reporting, Mail Room Management).
- Prepare written correspondences to customers when required to furnish information requested. Proactively inform customers of shipment delays and potential service failures.
- Make joint visits to Key Account customers with sales staff and solicit feedback to improve service provided to the customers.
- Proactive shipment tracking for all Key Accounts on the desk.
- Ensure that all outstanding traces are escalated when necessary using GEMA and that all traces are resolved within the shortest time possible to the customer’s satisfaction.
- Ensure that customer complaints and claims transferred to the customer care unit are treated as a priority and resolved to the customer’s satisfaction.
- Evaluate complaints and escalate any serious issues to the Customer Care & Key Account Supervisor.
Qualifications
- Presentation skills (good)
- Customer-facing and interaction skills (excellent)
- Software skills (Word, Excel, PowerPoint, etc.) (excellent)
- Software skills (DHL Systems) (preferable)
- Communication skills, spoken and written (excellent)
- Negotiation and interpersonal skills (excellent)
- Analytical, organizational, and motivational skills (excellent)
- Project management skills (good)
Expected Educational Qualifications
- Customer service / Sales experience
- University degree
