Key Accounts Supervisor
Core
Lead a team of Key Account Support Officers to manage service delivery and retention for strategically significant customers with complex contracts.
Role type
Senior IC Key Accounts Supervisor (Team Lead)
Builds
Customer service operations and retention strategies for high-value accounts
Domain
Logistics/Transport/Supply Chain
Required skills
Team leadership and coaching, rostering and workforce planning, conflict resolution and escalation management, SLA governance, data analysis for service improvement, CRM and ticketing platform proficiency
Preferred skills
Transport/logistics/freight industry experience, Zoho Desk platform experience, change management experience, DIFOT and scan compliance metrics knowledge
Responsibilities
Lead, coach, and develop a team of Key Account Support Officers; manage rostering and workload allocation; act as a senior escalation point for key account customers; ensure contracted SLAs are met; analyze service trends to identify improvement opportunities
Seniority
Senior, hands-on IC
