Job Summary
The Key Account Manager (KAM) is responsible for managing and growing relationships with key FMCG clients while ensuring seamless logistics operations. The role focuses on service excellence, customer satisfaction, operational efficiency, revenue growth, and coordination with cross-functional teams to meet client expectations and business objectives.
Key Responsibilities
- Manage end-to-end logistics operations for assigned FMCG key accounts.
- Act as the primary point of contact for customers regarding operational and service-related matters.
- Ensure timely vehicle placement, dispatch, delivery, and issue resolution.
- Monitor daily operations and ensure adherence to agreed Service Level Agreements (SLAs).
- Coordinate with transporters, warehouses, depot teams, and internal stakeholders for smooth execution.
- Analyze operational performance and identify opportunities for process improvement.
- Prepare and present daily, weekly, and monthly MIS reports to customers and management.
- Resolve customer escalations promptly and maintain high customer satisfaction.
- Monitor freight costs, vehicle utilization, and operational KPIs.
- Ensure compliance with company policies, customer SOPs, and statutory requirements.
- Support business expansion by identifying opportunities within existing accounts.
- Coordinate with Finance for billing, payment follow-ups, and account reconciliation.
- Maintain strong relationships with customer stakeholders and conduct regular business review meetings.
Required Qualifications
- Bachelor's degree in Business Administration, Supply Chain Management, Logistics, or a related field.
- 5–7 years of experience in Key Account Management, Logistics Operations, or Supply Chain within the FMCG industry.
Required Skills
- Strong knowledge of FMCG logistics and transportation operations.
- Experience in managing large customer accounts.
- Excellent customer relationship and stakeholder management skills.
- Strong analytical and problem-solving abilities.
- Proficiency in MS Excel, PowerPoint, and ERP/TMS systems.
- Good communication, negotiation, and presentation skills.
- Ability to work under pressure and manage multiple priorities.
- Strong leadership and team coordination skills.
Key Performance Indicators (KPIs)
- Customer Satisfaction (CSAT)
- SLA Compliance
- On-Time Pickup & Delivery (OTP/OTD)
- Vehicle Utilization
- Revenue Growth from Existing Accounts
- Customer Retention Rate
- Complaint Resolution Turnaround Time (TAT)
- Billing Accuracy and Timeliness
- Cost Optimization
- Operational Efficiency
Preferred Experience
- Experience handling major FMCG clients.
- Knowledge of transportation management, warehousing, and distribution.
- Experience in managing 3PL logistics operations.
- Familiarity with SAP, TMS, WMS, or similar logistics software.
Benefits:
Work Location: In person
