Key Account Management - SPX Express (Hanoi)

• Act as the lead point of contact for any matter related to SPX Express key accounts.
• Acquire opinions and needs of customers, then work closely with Operations, Technology, ... to improve service quality, and bring positive experiences and satisfaction to customers.
• Build and sustain strong customer relationships by delivering efficient support and ensuring timely escalation and resolution of issues.
• Regularly forecast the volume from the key sellers.
• Identify, capture seller demand, and grow opportunities to ensure growth volume/revenue of accounts & develop a trusted relationship with them.
• Manage escalations and high-severity issues through cross-functional coordination.
• Drive team performance by taking ownership of goals, maintaining strong performance metrics, and proactively sharing ideas to improve overall results.
• Act as the primary point of contact for 3rd party sellers, delivering timely and accurate support in line with SLAs, while proactively collaborating with cross-functional teams to resolve issues and drive efficient outcomes.
• Perform other duties as assigned by the line manager.

• Preferred background in business administration/ supply chains/ e-commerce.
• Have at least 2-3 years of experience in e-commerce logistics.
• Have a good sense of process understanding and workflow optimization.
• Good at communication, negotiation, and problem-solving.
• Work independently and proactively take on new responsibilities where most needed.
• Good data analysis skills and Google Sheets is a big plus.
• Desire to learn and desire to understand how the world works.

Shopee