Nippon Express, a global logistics leader and one of the world's top 7 forwarding and 3PL service providers, is renowned for delivering innovative, customer-centric solutions. We drive success by providing seamless, integrated business solutions and are committed to excellence in everything we do.
About the Opportunity
As a Key Account Customer Service Manager, you'll play a pivotal role in shaping the future of our high-value 3PL customer relationships. You will be the trusted advisor and primary point of contact for key accounts, ensuring exceptional customer satisfaction, fostering long-term partnerships, and driving business growth. This role offers the opportunity to make a tangible impact by influencing customer success, resolving operational challenges, managing contract renewals, and identifying opportunities for upselling and strategic growth.
You'll work closely with cross-functional teams—Sales & Marketing, Operations, 3PL Warehouse, and 3PL Customer Service—to help our clients achieve their business objectives and maximize the value of our logistics services.
Your Responsibilities :
Serve as the main contact for key customer(s), driving engagement, satisfaction, and long-term loyalty through regular meetings and strategic business reviews.
Cultivate deep relationships with key customer stakeholders, constantly identifying opportunities to enhance value and address their evolving needs.
Lead customer retention and contract renewals, while identifying opportunities to upsell additional services to optimize value.
Collaborate with internal teams to exceed customer expectations and drive operational excellence, ensuring seamless service delivery.
Partner with warehouse teams to ensure operations align with customer KPIs and are executed efficiently and accurately.
Track customer satisfaction and performance metrics, providing valuable insights to leadership for continuous improvement.
Uphold compliance with company standards and regulatory requirements, ensuring data privacy and effective risk management.
Ensure adherence to all Customer Contract KPI's and expectations.
About You
To succeed in this role, you'll bring :
A Bachelor's degree in Business, Marketing, Sales Management, or a related field.
5+ years of experience in client success, customer service management, account management, or sales within the FMCG or 3PL sector.
Strong understanding and actual experience in overseeing / managing Japanese key accounts (fluency in Japanese is preferred but not mandatory).
Excellent relationship-building, problem-solving, and conflict-resolution skills.
Proven ability to analyse data and make strategic recommendations.
A track record of driving customer growth, retention, and satisfaction.
High proficiency with Microsoft Office, WMS Systems, Power BI, Excel, PowerPoint, and other IT platforms.
Why Join Us?
At Nippon Express, we offer a flexible, inclusive work environment where your contributions are valued. As a global logistics leader, we provide ample opportunities for professional growth and career advancement. This is a unique opportunity to make a real impact within a high-performing team and drive success across key accounts in a dynamic national setting.
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Your application will include the following questions :
How many years' experience do you have as a customer services manager? Which of the following statements best describes your right to work in Australia? Do you have experience in a role which requires relationship management experience? Which of the following Microsoft Office products are you experienced with? How many years' experience do you have in a client services / account management role? Do you have customer service experience? What's your expected annual base salary?
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What can I earn as a Customer Service Manager
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