Job Description

Roles & Responsibilities

Your Responsibilities:

Account Support eCommerce & Cross-Border

• Assist in managing day-to-day relationships with assigned eCommerce clients, including SMEs
• and marketplace sellers.
• Support in executing strategic account plans and onboarding new clients.
• Coordinate with internal operations, customs, and last-mile teams to resolve client issues
• promptly.
• Monitor shipment performance and visibility metrics, flagging exceptions to clients proactively.
• Maintain accurate client records, contact databases, and account activity logs in the CRM.

Revenue Support

• Assist in identifying upsell and cross-sell opportunities within existing accounts.
• Support the preparation of proposals, pricing sheets, and service bundles for cross-border and
• domestic eCommerce solutions.
• Track and report on account revenue performance against targets on a regular basis.

Customer Relationship Management

• Act as a first point of contact for day-to-day client queries and service-level concerns.
• Develop a strong understanding of each client's logistics requirements and business model.
• Escalate complex issues with a clear summary and recommended resolution.
• Contribute to process improvements that enhance client satisfaction and delivery efficiency.

Reporting & Pipeline

• Maintain and update CRM data, sales pipelines, and activity reports consistently.
• Prepare weekly account status updates and performance dashboards for senior review.
• Track client onboarding milestones and ensure all documentation is in order.

Stakeholder Coordination

• Liaise with internal teams (operations, IT, customs, finance) to ensure smooth service execution for key accounts.
• Support representation at industry events, trade shows, and client meetings as required.
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