Key Account Officer at Speedaf Nigeria Limited
Speedaf Express is a joint-venture company formed from the YIWILL HOLDINGS and ZTO.We commit to reduce the end-to-end logistics costs while providing a stable and recognized logistics services to our customers.Job description
Manage and maintain strong relationships with assigned key accounts, ensuring consistent engagement and customer satisfaction.
Serve as the primary point of contact for key clients, attending to enquiries, complaints, escalations and service requests.
Monitor customer shipments, orders and delivery timelines, ensuring prompt updates and resolution of delivery-related issues.
Liaise with operations, sales and other relevant departments to ensure seamless service delivery and timely resolution of customer concerns.
Proactively follow up on pending orders, delayed shipments, failed deliveries and other service exceptions.
Identify customer needs, anticipate potential challenges and recommend solutions to improve the overall customer experience.
Maintain accurate customer records, account information, service reports and communication logs.
Monitor account performance, service-level agreements (SLAs) and customer satisfaction metrics.
Identify opportunities to improve customer retention, strengthen existing relationships and grow assigned accounts.
Prepare periodic reports on account activities, customer feedback, complaints and service performance.
Requirements and Qualifications
Bachelor's degree or HND in Business Administration, Marketing, Mass Communication or any related discipline.
2–3 years of relevant experience in Key Account Management, Customer Service or Client Relationship Management.
Experience in the logistics, express delivery, e-commerce or courier industry is important.
Excellent communication, interpersonal and relationship management skills.
Strong problem-solving, complaint-handling and conflict-resolution abilities.
Good knowledge of Microsoft Office applications and customer relationship management (CRM) systems.
Ability to multitask, manage multiple client accounts and work effectively under pressure.
Strong organizational skills, attention to detail and a customer-oriented mindset.