Key Account Specialist

2 weeks ago

Johannesburg, South Africa Ocean Network Express Full time

**JOB PURPOSE & PRIMARY JOB RESPONSIBILITIES**
As Key Account Specialist you are the service owner for key accounts either within a defined scope (segment/industry/geography) or for named key accounts. You safeguard the delivery of the premium services we wish to consistently provide to our key accounts by executing services per contracts and providing efficient solutions proactively, thereby meeting ONE's service KPIs. You act as an escalation point for cases that cannot be resolved by our Customer Care team. You support Key Account Executives by providing insights into service performance, quality as well as other valuable data. Should there be no Key Account Support for an account assigned to you, you assist with Tender Management and Spot rate inquiry that self-service can't cover.
Service Execution
- You are in charge of executing the contracted service solutions for the key accounts assigned to you, aiming at achieving our (premium) service KPIs.
- You actively cooperate with the customer's local level stakeholders in a highly professional and efficient manner, thus meeting the high service expectations of our key accounts.
- In case the assigned Key Account Support or Customer Care team cannot resolve a case, challenge, inquiry, or complaint you will be the escalation point
- In line with your location's business & client portfolio, you may also be in charge of following up on any cross-trade accounts/opportunities.

Business Performance Insights
- You support our Key Account Executive(s) by supplying them with insights on service performance, and service quality as well as market trends, leads, business potential etc.

Tender Management
- Spot rate inquiries & customer onboarding/contract maintenance On top of the responsibilities, you may also be in charge of the tasks of Key Account Support.

Digital Adoption
- Support ONE's digital transformation by utilizing and promoting our e-commerce platform and our self-service tools as applicable and relevant to your tasks and responsibilities.

REQUIRED SKILLS AND COMPETENCIES
- A minimum of 1- 3 years of work experience in professional shipping experience preferably within selling/negotiating/Customer service
- Broad Shipping knowledge, high sociability, detail-oriented, evaluative, innovative, competitive, strong communication, and negotiating skills, broad cross-functional and commercial mindset & know-how
- Business/Commercial awareness
- Customer focus
- Communication
- Networking
- Problem solving
- Planning and organisation
- Innovation and improvement
- Teamwork
- Data rationale

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