Customer Success Executive

The Customer Success Executive (Logistics) is responsible for managing and growing existing customer accounts by delivering exceptional after-sales support and logistics solutions.

The role partners closely with customers and internal teams to ensure operational excellence, strengthen long-term customer relationships, drive customer retention, and identify opportunities to grow existing accounts through warehousing, freight, and value-added logistics services.

Key Responsibilities

Customer Relationship Management

• Manage and develop long-term relationships with assigned customer accounts.
• Serve as the primary point of contact and trusted advisor for customers.
• Conduct regular customer meetings and business reviews to understand operational needs, address challenges, and identify improvement opportunities.
• Ensure high levels of customer satisfaction through proactive communication and effective issue resolution.

Operations & Service Excellence

• Coordinate with Warehouse, Freight, and Operations teams to ensure service commitments are met.
• Monitor service KPIs and operational performance across assigned accounts.
• Analyze service performance and recommend process improvements to enhance operational efficiency and customer experience.
• Resolve complex operational issues and manage service recovery effectively.

Business Growth

• Identify, develop, and convert upselling and cross-selling opportunities within existing customer accounts.
• Promote the Company's warehousing, freight, and value-added logistics solutions based on customers evolving business needs.
• Prepare quotations and pricing proposals in collaboration with the Sales and Operations teams.
• Support contract renewals and service enhancement initiatives.
• Drive customer retention, account growth, and increased wallet share.
• Collaborate with the Sales and Business Development teams on expansion opportunities where required.

Reporting & Continuous Improvement

• Prepare and present service performance reports and business reviews.
• Analyze customer feedback and recommend initiatives to improve service quality.
• Maintain accurate customer account documentation and records.

Requirements

• Diploma or Degree in Logistics, Supply Chain Management, Business, or a related discipline.
• 3–6 years of experience in logistics, customer success, account management, or supply chain operations.
• Strong knowledge of warehouse and freight operations.
• Experience managing customer accounts in a logistics environment.
• Commercial mindset with the ability to identify and develop business opportunities within existing accounts.
• Excellent communication, relationship-building, negotiation, and presentation skills.
• Strong analytical and problem-solving abilities.
• Proficient in Microsoft Office, particularly Excel.
• Ability to manage multiple customer accounts in a fast-paced environment.