## Job Summary
We are looking for a proactive and customer-focused *Logistics Account Manager* to manage key customer accounts and ensure smooth end-to-end logistics operations. The ideal candidate will be responsible for shipment tracking, on-time delivery, customer communication, billing, issue resolution, and performance reporting while maintaining excellent customer satisfaction.
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## Key Responsibilities
### Customer Account Management
* Serve as the primary point of contact for assigned customer accounts.
* Build and maintain strong customer relationships.
* Conduct regular customer review meetings.
* Ensure customer Service Level Agreements (SLAs) are achieved.
### Shipment & Delivery Management
* Monitor shipments from pickup to final delivery.
* Track On-Time Delivery (OTD) performance.
* Coordinate with transporters, warehouses, and carriers.
* Resolve shipment delays and operational issues.
* Ensure timely Proof of Delivery (POD) collection.
### Delivery Verification
* Verify delivered quantities (boxes, cartons, pallets, or units).
* Investigate shortages, damages, or missing shipments.
* Coordinate claims and corrective actions.
* Ensure shipment records are accurate and complete.
### Customer Communication
* Provide proactive shipment status updates via email and phone.
* Handle customer inquiries and escalations professionally.
* Communicate delays and recovery plans.
* Maintain high levels of customer satisfaction.
### Billing & Invoicing
* Prepare and issue customer invoices accurately and on time.
* Verify freight charges, accessorial charges, and applicable taxes.
* Ensure invoices match customer contracts, quotations, and agreed pricing.
* Send invoices directly to customers.
* Resolve invoice discrepancies and billing-related queries.
* Coordinate with the Finance team on payment follow-ups and reconciliations.
* Maintain complete billing documentation and records.
### Reporting & Performance Management
* Prepare daily, weekly, and monthly operational reports.
* Monitor KPIs including On-Time Delivery (OTD), POD compliance, damage rate, invoice accuracy, and customer satisfaction.
* Analyze logistics performance and recommend process improvements.
* Present performance reports to management and customers.
### Technical Skills
* Advanced Microsoft Excel (Pivot Tables, XLOOKUP/VLOOKUP, INDEX-MATCH)
* ERP/TMS/WMS systems
* CRM software (Salesforce, Zoho, Microsoft Dynamics, etc.)
* Microsoft Outlook
* Power BI (Preferred)
* Basic SQL (Preferred)
### Finance & Billing
* Customer invoicing
* Freight billing
* Invoice reconciliation
* Billing documentation
* Basic GST knowledge (India)
### Soft Skills
* Excellent verbal and written English
* Customer relationship management
* Problem-solving and decision-making
* Negotiation skills
* Time management
* Stakeholder management
* Analytical thinking
* Attention to detail
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## Qualifications
* Bachelor's degree in B.Com, BBA, MBA, Supply Chain, Logistics, or a related field.
* 2–5 years of experience in logistics, freight forwarding, transportation, or supply chain operations.
* Experience managing customer accounts and billing is preferred.
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## Key Performance Indicators (KPIs)
* On-Time Delivery (OTD)
* Customer Satisfaction (CSAT)
* POD Compliance
* Damage and Shortage Rate
* Invoice Accuracy
* Billing Turnaround Time
* SLA Compliance
* Customer Response Time
* Claims Resolution Time
* Customer Retention
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Pay: ₹30,000.00 - ₹50,000.00 per month
Benefits:
- Flexible schedule
- Leave encashment
- Provident Fund
Work Location: In person
