Senior Customer Service Executive

Role Summary:

This role focuses on managing the end-to-end sales cycle, driving revenue growth, and ensuring customer satisfaction in the logistics and courier industry. The individual will be responsible for identifying new business opportunities, maintaining profitability across key accounts, and achieving area revenue targets. The role requires a highly motivated, target-driven professional with a strong understanding of sales processes, revenue management, and market expansion strategies.

Key Responsibilities:

• Sales & Revenue Growth: Monitor and drive area revenue performance, evaluate profitability of key accounts, track product-wise yields, and manage the complete sales process for all products.
• Sales Operations & Compliance: Ensure adherence to SOPs among sales teams and channel partners, implement marketing and sales strategies, follow up on leads, negotiate rates and offerings, maintain prospect details in sales tracking systems (Saffire), resolve customer issues, and provide insights for product improvements.
• Collection & Remittance: Achieve collection targets within remittance cycles and ensure timely reduction of outstanding receivables (DSO).
• People Management: Guide and support the sales team to align with performance goals, ensure optimal staffing, and foster a performance-driven culture.

Qualifications & Experience:

• Graduate degree in Business Administration, Sales, Marketing, or related field; MBA or Postgraduate degree preferred.
• 1–4 years of experience in sales, business development, or key account management in logistics, courier, supply chain, or e-commerce industries. Experience in B2B sales and channel management is a plus.

Skills & Competencies:

• Strong understanding of sales processes, revenue management, and market expansion.
• Proficiency in sales tracking tools like Saffire and Avature; knowledge of analytics and BI tools.
• Result-oriented, customer-centric, with strong negotiation, analytical, and problem-solving skills.
• Ability to work independently and manage multiple priorities in a dynamic environment.
  

KPIs & Performance Metrics:

• Growth in area revenues and product-wise yield achievement.
• Market growth and revenue increase from key industry segments and accounts.
• Timely collections and reduction of outstanding receivables.
• Adherence to SOPs, sales KPIs, and successful implementation of new products.
• Employee engagement, retention, and fostering a high-performance culture.