Key Account Manager - PTL Logistics

About the role

Max Transtech Limited is hiring a Key Account Manager in Bangalore to act as the main point of contact for its PTL (Pick-Up-to-Live) customers. The role covers customer support, order and shipment coordination, floor-level logistics oversight, service coordination and reporting.

Key responsibilities

• Handle customer complaints and inquiries by phone, email and chat on pricing, transit times, routing and delivery schedules, and give real-time shipment tracking updates
• Resolve lost, damaged or delayed shipments and escalate critical issues through the escalation matrix
• Coordinate with dispatch, warehouse and transport teams to run PTL orders smoothly
• Ensure accurate entry of pick-up/delivery addresses, load details, weight, dimensions and shipment class, and validate documents such as LR, invoices and e-way bills
• Oversee warehouse floor activities like loading, unloading, material handling and route planning, and coordinate segregation of shipments by zone, destination and customer
• Monitor turnaround time for inbound and outbound vehicles and ensure SOPs (scanning, staging, labeling, barcoding, material safety) are followed
• Work with transport partners and drivers to reduce network delays, and manage delivery rescheduling, ODA coordination and floor-access restrictions
• Prepare daily and weekly MIS reports on queries, resolution turnaround, shipment exceptions and claim closures, and assist in filing insurance claims
• Maintain shipment records including PODs, exception remarks and damage reports, and educate customers on PTL processes and pricing

Required profile

• Minimum 2 years of experience in customer service or PTL/logistics operations
• Strong understanding of supply chain, PTL logistics, transport operations and warehouse processes
• Bachelor's degree in Logistics, Supply Chain, Business Administration or a related field preferred

Required skills

• Excellent verbal and written communication
• Problem-solving and time management across multiple requests
• Technical proficiency with TMS/WMS, ERP and CRM systems and shipment tracking tools
• Negotiation skills for ODA charges, high-floor deliveries and additional service fees