Logistics Account Manager

We are looking for a proactive and results-driven Logistics Account Manager to manage, retain, and grow our customer portfolio across Fulfillment, Last-Mile Delivery, and Logistics Technology Solutions. The ideal candidate will take full ownership of customer relationships, ensure service excellence, proactively resolve challenges, and identify opportunities for business growth. Key Responsibilities • Manage assigned customer accounts and build strong, long-term relationships. • Act as the primary point of contact for customer inquiries, complaints, and operational issues. • Ensure customer satisfaction, retention, and continuous service improvement. • Take ownership of customer issues from initial reporting through resolution and final closure. • Conduct regular meetings with Sales, Operations, Technical Support, and Technology teams to highlight customer issues, assign responsibilities, establish resolution deadlines, and follow up on progress. • Escalate critical issues to the relevant departments or senior management whenever necessary. • Coordinate with Sales on commercial matters, Operations on fulfillment and delivery issues, and Technology on system and integration challenges. • Keep customers informed of issue status, corrective actions, and expected resolution timelines. • Maintain accurate records of customer issues, assigned owners, deadlines, and resolution status. • Monitor customer shipment volumes, order activity, service performance, and SLA compliance. • Identify opportunities for account growth, upselling, cross-selling, and increased shipment volumes. • Proactively identify accounts at risk of churn and implement retention initiatives. • Conduct regular customer meetings and business reviews to evaluate performance and identify improvement opportunities. • Support new customer onboarding, service activation, and smooth operational handovers. • Follow up on outstanding customer payments and coordinate collection activities with the Finance team. • Prepare daily and weekly reports covering account performance, customer satisfaction, open issues, escalations, and growth opportunities. • Utilize AI tools, CRM systems, and task management platforms to improve productivity, automate workflows, and ensure timely follow-ups. Requirements & Qualifications • 2–4 years of experience in Account Management, Customer Success, or a related field. • Strong understanding of Logistics, Fulfillment, Last-Mile Delivery, and E-commerce operations. • Experience managing customer relationships, resolving escalations, and driving account growth. • Strong knowledge of AI tools, workflow automation, and task management. • Proficiency in Microsoft Office (Excel, PowerPoint, Outlook), CRM systems, and Slack. • Ability to coordinate across multiple departments, lead follow-up meetings, and ensure timely issue resolution. • Understanding of customer satisfaction metrics, KPIs, and Service Level Agreements (SLAs). • Strong analytical, organizational, negotiation, and problem-solving skills. • Ability to manage multiple accounts, prioritize tasks, and work independently. • Excellent communication skills in both Arabic and English. • Based in Riyadh, Saudi Arabia. What We're Looking ForA customer-focused professional with a strong sense of ownership, commercial awareness, and the ability to turn customer challenges into opportunities for stronger relationships and business growth. • The role is not limited to managing customer requests; it requires ensuring issues are resolved, customers remain satisfied, and existing accounts continue to grow.