What are the responsibilities and job description for the Key Account Manager (Freight Forwarding) position at Ricoh Logistics Corp.?
POSITION SUMMARY
This Key Account Manager position manage the hands on services to our key accounts. This position must have extensive background in operation (air/ocean, import/export, customs brokerage, logistics, etc), as well as experiences in account management and servicing directly to customers. KAM requires to onboard new clients, standardize the process, write SOP, closely work with BPO operation team along with Director of Operation to efficiently and seamlessly operate our clients’ businesses. KAM is also asked to obtain additional businesses from existing client and/or new client(s) from previous encounters. KAM provides critical role of our organization success, become liaison between sales and operation, and also be able to provide services that are not attainable by Business Development or BPO operations.
ESSENTIAL JOB DUTIES
- Manage the onboarding process, standardize the process, write SOP, implement SOP with BPO operation team.
- Closely work with Business Development to ensure that client’s satisfaction.
- Provide services that are not able to meet by BPO.
- Provide hands on customer service to clients where required.
- Manage overall process of each account, monitor their transaction, monitor processes, monitor operations completed or not completed by BPO team.
- Communicate closely with clients on urgent orders, issues, complications, additional questions / concerns.
- Hunt for additional businesses from existing clients or seek new business relationship with past dealings of clients.
- Always seek for innovation, and new approach of improving the service overall.
- Foster the Company Core Culture and reflect it onto day-to-day operation / communication.
- Provide service proposals as necessary.
- Become liaison and constantly communicate among Business Development, Operation and Marketing.
- Investigate market intelligence thru multiple channels, such as competitors, market trends, pricing, vendors, clients, etc, and keep close communication with Marketing department.
- Creative plan and initiative to bring our operation suitable to our existing and prospective clients.
QUALIFICATIONS/CONDITIONS
|
EDUCATIONAL |
Bachelor’s degree (Business, Logistics and Supply Chain, or associate field), or equivalent combination of education and work experience will be considered in lieu of educational requirement Completion of any industry related course is an asset |
|
KNOWLEDGE, SKILLS AND ABILITIES
|
Extensive freight forwarding background, with proven track of sales, minimum 10 years |
|
WORK EXPERIENCE |
Microsoft Office: 5 year (Required)
|
|
CERTIFICATE/LICENSE |
N/A |
|
WORK ENVIRONMENT |
Remote |
|
TOOLS/EQUIPMENT |
General Office equipment such as phones, copier, computer, printer, and scanner. Software includes the use of Windows operating system, and MS Office. |
|
SUPERVISORY |
No |
TRAVEL REQUIREMENTS
|
LOCAL |
Yes |
|
DOMESTIC/INTERNATIONAL |
Yes (as needed) |
PHYSICAL DEMANDS
The physical demands described here are representative of those that must be met by an employee to successfully carry out the essential job functions of this position.
- Frequently required to stand, and walk
- Regularly required to sit for extended periods
- Extensively uses arms to reach, hands and fingers for computer and phone use
- Speaking clearly and listening for heavy phone contact
- Requires close-up and computer screen distance vision ability
- May require occasional overnight travel
|
VISION |
Ability to see objects clearly |
|
HEARING |
Ability to listen and understand through spoken words |
|
SPEECH |
Ability to speak clearly so others can understand |
|
LANGUAGE |
English & Japanese – Reading, Writing, Speaking |
Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions. While performing the duties of this position, the employee is required to frequently sit and occasionally must stand, walk, use hands and fingers and reach with hands and arms. The employee must occasionally lift and/or move up to 20 pounds.
