About the Role
Speedaf Express is a premier joint-venture logistics company formed by YIWILL HOLDINGS and ZTO, committed to reducing end-to-end logistics costs while delivering stable, recognized services across Nigeria. We are currently looking for a results-driven Key Account Officer to join our growing team and manage our valued client portfolio.
Key Responsibilities- Manage and maintain strong relationships with assigned key accounts, ensuring consistent engagement and exceptional customer satisfaction.
- Serve as the primary point of contact for key clients, professionally attending to inquiries, complaints, escalations, and service requests.
- Monitor customer shipments, orders, and delivery timelines, ensuring prompt updates and rapid resolution of delivery-related issues.
- Liaise closely with operations, sales, and other relevant departments to ensure seamless service delivery and timely issue resolution.
- Proactively follow up on pending orders, delayed shipments, failed deliveries, and other operational service exceptions.
- Identify customer needs, anticipate potential logistical challenges, and recommend tailored solutions to enhance overall experience.
- Maintain accurate customer records, account information, service reports, and detailed communication logs.
- Monitor account performance against service-level agreements (SLAs) and track customer satisfaction metrics.
- Identify opportunities to improve customer retention, strengthen existing partnerships, and grow assigned accounts.
- Prepare periodic reports on account activities, customer feedback, recurring complaints, and overall service performance.
- Bachelor degree or HND in Business Administration, Marketing, Mass Communication, or any related discipline.
- 2 to 3 years of proven relevant experience in Key Account Management, Customer Service, or Client Relationship Management.
- Prior working experience in the logistics, express delivery, e-commerce, or courier industry is strictly required.
- Excellent verbal and written communication, interpersonal, and relationship management skills.
- Strong problem-solving, complaint-handling, and conflict-resolution abilities under pressure.
- Proficiency in Microsoft Office applications and familiarity with customer relationship management (CRM) systems.
- Strong organizational skills, high attention to detail, and a proactive, customer-oriented mindset.
- Competitive salary package with performance-based incentives.
- Opportunities for professional growth and career advancement within a global logistics network.
- A collaborative, dynamic, and fast-paced working environment.