Key account Manager- operation

Key Responsibilities

1. Daily Account Operations

Monitor daily shipments (forward & RTO) for assigned key accounts across courier

partners and lanes

Coordinate appointment-based deliveries to modern trade / quick commerce

locations (Zepto Blinkit etc.) as per booking windows

Follow up with internal ops and vendor partners for timely pickups in-transit

movement and deliveries

Track exceptions like delays holds RTOs damage misroutes and ensure they are

resolved with clear communication to the customer

2. Customer Communication & Relationship Management

Act as the primary point of contact for the customers operations and supply chain

team

Handle day-to-day queries on WhatsApp groups email and calls with speed and

clarity

Proactively share shipment status risk flags and recovery plans instead of waiting for

escalations

Build trust through consistent communication realistic ETAs and dependable follow-

through

Work towards improving customer NPS / satisfaction and long-term retention

3. Escalation Handling & Service Recovery

Log and categorize escalations (delays appointment issues demurrage

documentation etc.)

Coordinate with hubs transporters warehouse teams and courier partners to resolve

issues

Document root causes and ensure preventive actions are taken and tracked

4. Documentation Billing & Reconciliation Support

Ensure timely sharing of PODs LRs e-way bill details invoices and other

documentation as needed by the customer

Work with the accounts team to support invoice reconciliation CN/DN discussions

and closure of disputes

Track outstanding payments at an account level highlight risk cases and support in

follow-ups where required

Anjali

Required Skills:

LeadGenerationConversionSalesPlanningExecutionb2bsales