Responsibilities
Key Accountabilities:
- Knows commercial agreement inside out and fully understands DSC's and customer's duties & rights.
- Diligently coordinates DSC internal commercial process related to his/her accounts. Ensures timely and accurate data entry into systems and tools required for above processes
- Ensures customer is billed accurately, completely, and on time for the consumed services; follows up with customer for outstanding payments
Towards Customer
- Do data analysis for commercial negotiations based on internally aligned positions
- Balances needs of the customer with needs of our operations by facilitating mutual solutions.
- Ensure internal O2D process in managing accounts
- Follow up the results of CXM survey and agrees mutual action plans that address their feedback.
- Knows commercial agreement inside out and fully understands DSC's and customer's duties & rights.
- Ensures customer is billed accurately, completely, and on time for the consumed services; follows up with customer for outstanding payments. Equally towards Customer & DSC
- Balances needs of the customer with needs of our operations by facilitating mutual solutions.
- Investigates validity of customer claims and manages internal approval and customer communication process
Towards DSC (P&L Owner, Operations, Finance, etc.)
- Works closely with the Operations leader for her/ his account and trusts them to deliver the KPIs. But tracks operational performance to jump in when customer satisfaction is at risk; and escalates decisively if and when required
- Participates in regular internal Performance Management Reviews
- Owns any New and Renewal opportunities with this account and coordinates the required pursuit team
- Ensures SOPs are fit to deliver on customer requirements and kept up to date
- Coordinates regular interaction between DSC internal parties to drive Continuous Improvement, based on own initiative or CXM feedback
People Management
- Is the glue between customer, operations and the wider DSC business.
- Needs to be able to communicate and build rapport with diverse group of people - operations leaders and operatives / senior customers / DSC P&L owners
- Is a role model for the principles of Customer Centricity
Requirements
- 2-5 years of experience as Key Account Management in Logistic / Supply Chain industry; or act as Supply Chain Management/Logistics Management/Warehouse Management in multinational companies
- University degree or equivalent education
- Acts as the primary daily interface with the customer, coordinating internal teams and facilitating timely solutions to meet the customer's operational and commercial needs.
- Manages all internal administrative processes related to contracts, annexes, pricing updates, and billing to ensure accuracy and compliance.
- Drives and monitors action plans, manages timelines and follow-ups, and coordinates cross-functional stakeholders to deliver customer projects, service improvements, and business continuity initiatives.
- Fluent in English
