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Job Title: Associate, Account Management

The Associate, Account Management oversees a team of analytic staff, developing the analytic strategy in support of call center performance improvement initiatives. This position oversees a team that assesses processes having a negative impact on customer satisfaction scores and other key metrics and oversees the design and implementation of initiatives to improve those scores.

• Oversees the implementation of analytic and process improvement activities for smaller accounts and/or lines of business within a larger, more complex account in conjunction with business unit and support groups
• Leads a team of Associate Analysts, Analysts, or Sr. Analysts to deliver high quality analysis and clear recommendations that create value for clients. Oversees the delivery of consultative recommendations to clients, drawing from information captured from the team and leveraging prior experience
• Ensures consistency of approach, quality of insight and accuracy of delivery across programs
• Oversees descriptive and statistical analysis, qualitative process documentation via interviews, focus groups, and side by side or remote observations, recommendation development and initiative measurement
• Provides technical guidance, answering questions, strategizing analytical framework and work plan development, checking and validating results and findings, etc.
• Communicates results of detailed data analysis in way that ties to business impacts and is compelling to stakeholders and clients
• Co-leads internal and external client presentations of key insights, gap assessments, solution recommendations, and initiative success measurement
• Establishes metrics to be used for performance monitoring and reporting; directs the measurement of initiatives
• Builds relationships with peers in Operations and support groups to understand current operational processes and identify possible gaps that may be contributing to lower key metric results
• Ensures that standards are incorporated into the project and to process improvement efforts
• Demonstrates an understanding of internal profitability drivers and is accountable for actual hours versus budget for self and team
• Assists in carrying out departmental goals and objectives

• Bachelor’s degree in related field from a four-year college or university with four to six years of relevant experience (with at least one year of Progressive Management Experience) preferred
• One or more year(s) call center experience or equivalent working knowledge of call centers preferred
• Six Sigma Green or Black Belt certification preferred
• Ability to handle confidential information with discretion and tact
• Proven experience with data analysis, linkage of multiple data sets and development of keen business insights rooted in an analytic approach
• Passionate about producing high quality analytics deliverables and communicating results to a broad audience
• Intellectual curiosity with a desire for continuous testing and actionable change
• Ability to apply quantitative and/or qualitative research and data analysis techniques to improve operational processes
• Possess skills to motivate teams and operate effectively in a fast paced, high energy environment
• Possess skills to guide individuals toward goal achievement using negotiation and teamwork/collaboration
• Strong ability to coach, develop action plans which maximize performance and provide effective feedback
• Strong communication skills, both written and verbal
• Desire to work in demanding project environments where deadlines must be met
• Ability to adapt quickly to project/team scope changes
• Experience with statistical concepts and applications
• Proficient in Microsoft Office

We are an Equal Opportunity Employer and welcome applications from diverse candidates.

“We’re not in the shipping business; we’re in the information business” -Peter Rose, Expeditors Founder

As a Fortune 500 company, Expeditors employs more than 15,000 trained professionals in a worldwide network of over 300 locations across six continents. Expeditors satisfies the increasingly sophisticated needs of international trade through customized solutions and seamless, integrated information systems. Our services include the consolidation and forwarding of air or ocean freight, customs brokerage, vendor consolidation, cargo insurance, time-definite transportation, order management, warehousing, distribution and customized logistics solutions. Expeditors is headquartered in Seattle, Washington.

• To perform the coordinating role and focus on specific designated customers of the company and take ownership.
• To participate in customer service reviews, customers satisfaction surveys and making analysis for the designated customers and for Account Management department.
• To proactively providing administrative assistance to the Account Management department.
• To work closely with the account managers to uncover customer requirements, qualify opportunities and propose the right solution.
• To work together with the customer account managers to safeguard strategic relationships with the designated key accounts.
• To review and implement process improvement where applicable.
• To be responsible for special projects as deemed necessary by the management

• Degree with 1-2 years' working experience in logistics or supply chain industry
• Proficiency in MS Office Applications

Expeditors offers excellent benefits:

• Employee Stock Purchase Plan
• Training and Personnel Development Program

All your information will be kept confidential according to EEO guidelines.

Talent Partner | VDart Malaysia

NOTE: Freshers are welcome to apply and only immediate to 30 days notice period candidates will be considered.

1. Task Prioritization & Compliance: Prioritize daily work tasks to achieve set objectives.
2. Adhere to Standard Operating Procedures (SOPs) in all operational activities.
3. Monitor, report, and review campaign progress, providing weekly/monthly updates to management.
4. Client Relationship & Account Management: Identify and fulfil customer requirements, ensuring timely communication on campaign status and plans.
5. Provide advanced account management support, particularly for Tier 1/Corporate clients.
6. Accurately record and maintain all data related to campaign and communication status.
7. Develop and maintain positive relationships with potential leads and existing consumers.
8. Client Onboarding & Marketing Support: Execute onboarding processes for new consumers, handling and addressing inquiries.
9. Assist overseas clients by liaising with the internal teams during onboarding and marketing campaign execution.
10. Reporting & Performance Tracking: Provide recurring reports to customers on campaign performance.
11. Follow up with consumers on their campaign listing performance and share updated campaign plans as needed.
12. Conduct cold/warm calling to verify potential buyer leads from marketing campaigns before forwarding them to the company internal system.
13. Ensure accuracy of buyer lead information before distribution to clients.
14. Contract & Renewal Management: Proactively discuss renewal opportunities with existing consumers before contract expiration and maintain strong consumer relationships through new contract agreements.

Degree/Diploma in business related preferred

• Software – knowledge in using all Microsoft Office applications, especially PowerPoint and Excel. Salesforce and Tableau experience a plus.
• Communication – Excellent communication skills between internal teams and external clients
• People Management – working with various stakeholders for different accounts, you will need to provide clear goals and guideline to everyone to ensure everyone on the same track

• Entry level

• Full-time

• Information Technology

• IT Services and IT Consulting

Overview

Sutherland Kuala Lumpur, Federal Territory of Kuala Lumpur, Malaysia

Sutherland Kuala Lumpur, Federal Territory of Kuala Lumpur, Malaysia

3 days ago Be among the first 25 applicants

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Artificial Intelligence. Automation. Cloud engineering. Advanced analytics. For business leaders, these are key factors of success. For us, they’re our core expertise.

We work with iconic brands worldwide. We bring them a unique value proposition through market-leading technology and business process excellence. We’ve created over 200 unique inventions under several patents across AI and other critical technologies. Leveraging our advanced products and platforms, we drive digital transformation, optimize critical business operations, reinvent experiences, and pioneer new solutions, all provided through a seamless “as a service” model. For each company, we provide new keys for their businesses, the people they work with, and the customers they serve. We tailor proven and rapid formulas, to fit their unique DNA. We bring together human expertise and artificial intelligence to develop digital chemistry. This unlocks new possibilities, transformative outcomes and enduring relationships.

Unlocking digital performance. Delivering measurable results.

• Responsible for answering, resolving customer issues, and upselling through chat within a growing customer base.
• Identify and relate with various customer needs and scenarios.
• Provide customers resolution/consultation with cutting-edge solutions in a friendly, confident and knowledgeable manner.
• Remain updated in client and industry led processes, technology applications, utilities, and products.
• Utilize various client-based tools and applications for customer management and servicing.
• Transfer customers to appropriate departments when required.
• Conduct data entry, documentation, and case management.
• Work and partner with others within a team-based environment.
• Achieve and maintain required metrics and goals.

• Education: SPM or Diploma or Graduation degree (Soft copy of certificate should be provided, only SPM result/slip can't be accepted).
• Requires good English skills, excellent in Mandarin and Cantonese speaking.
• Able to read and write in Mandarin and English.
• Able to speak & understand Cantonese.
• Minimum of 6 months of sales experience & IT technical skills.
• Candidates with BPO experience / background is preferred.
• The role is 100% sales and technical support with account management, comes with fixed basic, allowances etc.

• Supporting Market: Singapore, China, Taiwan, Hong Kong, and Macau.
• Working Time & Mode:
• • Operation Hours: 8am to 7pm (3 shifts in between) (8am-5pm/9am-6pm/10am-7pm)
  • Days: Monday - Friday
  • Subjected to changes based on the business requirements
  • We’re business as usual on Public Holidays and if employees are expected to work during these times they will be compensated according to the public holiday rate.
• Mode: WFO (Working From Office)
• Office Location: Sutherland Office, Level 1 & 11, Avenue 5, Tower 6, Bangsar South (Touch N Go Building).
• New hires are expected to complete training and nesting with 100% attendance; leave is not typically allowed during the first 6 months (Probation Period).

About Sutherland

Artificial Intelligence. Automation. Cloud engineering. Advanced analytics. For business leaders, these are key factors of success. For us, they’re our core expertise. We work with iconic brands worldwide. We bring them a unique value proposition through market-leading technology and business process excellence.

We’ve created over 200 unique inventions under several patents across AI and other critical technologies. Leveraging our advanced products and platforms, we drive digital transformation, optimize critical business operations, reinvent experiences, and pioneer new solutions, all provided through a seamless “as a service” model.

For each company, we provide new keys for their businesses, the people they work with, and the customers they serve. We tailor proven and rapid formulas, to fit their unique DNA. We bring together human expertise and artificial intelligence to develop digital chemistry. This unlocks new possibilities, transformative outcomes and enduring relationships.

Sutherland - Unlocking digital performance. Delivering measurable results.

• Responsible for answering, resolving customer issues, and upselling through chat within a growing customer base.
• Identify and relate with various customer needs and scenarios.
• Provide customers resolution/consultation with cutting-edge solutions in a friendly, confident and knowledgeable manner.
• Remain updated in client and industry led processes, technology applications, utilities, and products.
• Utilize various client-based tools and applications for customer management and servicing.
• Transfer customers to appropriate departments when required.
• Conduct data entry, documentation, and case management.
• Work and partner with others within a team-based environment.
• Achieve and maintain required metrics and goals.

• Education: SPM or Diploma or Graduation degree (Soft copy of certificate should be provided, only SPM result/slip can't be accepted)
• Requires good English skills, excellent in Mandarin and Cantonese speaking.
• Able to read and write in Mandarin and English.
• Able to speak & understand Cantonese.
• Minimum of 6 months of sales experience & IT technical skills.
• Candidates with BPO experience / background is preferred.
• The role is 100% sales and technical support with account management, comes with fixed basic, allowances etc.

• Supporting Market: Singapore, China, Taiwan, Hong Kong, and Macau.
• Working Time & Mode:
  • Operation Hours: 8am to 7pm (3 shifts in between) (8am-5pm/9am-6pm/10am-7pm)
  • Days: Monday - Friday
  • (Subjected to changes based on the business requirements)
  • We're business as usual on Public Holidays and if employees are expected to work during these times if required, they will be compensated according to the public holiday rate.
• Mode: WFO (Working From Office)
• Office Location: Sutherland Office, Level 1 & 11, Avenue 5, Tower 6, Bangsar South (Touch N Go Building).
• We require 100% attendance during the training and nesting and in general New Hire is not allowed to take leave in the first 6 months (Probation Period).

Company Description:

About Sutherland

Artificial Intelligence. Automation. Cloud engineering. Advanced analytics. For business leaders, these are key factors of success. For us, they’re our core expertise.

We work with iconic brands worldwide. We bring them a unique value proposition through market-leading technology and business process excellence.

We’ve created over 200 unique inventions under several patents across AI and other critical technologies. Leveraging our advanced products and platforms, we drive digital transformation, optimize critical business operations, reinvent experiences, and pioneer new solutions, all provided through a seamless “as a service” model.

For each company, we provide new keys for their businesses, the people they work with, and the customers they serve. We tailor proven and rapid formulas, to fit their unique DNA. We bring together human expertise and artificial intelligence to develop digital chemistry. This unlocks new possibilities, transformative outcomes and enduring relationships.

Sutherland

Unlocking digital performance. Delivering measurable results.

Job Description:

• Responsible for answering, resolving customer issues, and upselling through chat within a growing customer base.
• Identify and relate with various customer needs and scenarios.
• Provide customers resolution/consultation with cutting-edge solutions in a friendly, confident and knowledgeable manner.
• Remain updated in client and industry led processes, technology applications, utilities, and products.
• Utilize various client-based tools and applications for customer management and servicing.
• Transfer customers to appropriate departments when required.
• Conduct data entry, documentation, and case management.
• Work and partner with others within a team-based environment.
• Achieve and maintain required metrics and goals.

Qualifications:

• Education: SPM or Diploma or Graduation degree (Soft copy of certificate should be provided, only SPM result/slip can't be accepted)
• Requires good English skills, excellent in Mandarin and Cantonese speaking.
• Able to read and write in Mandarin and English.
• Able to speak & understand Cantonese.
• Minimum of 6 months of sales experience & IT technical skills.
• Candidates with BPO experience / background is preferred.
• The role is 100% sales and technical support with account management, comes with fixed basic, allowances etc.

Additional Information:

• Supporting Market: Singapore, China, Taiwan, Hong Kong, and Macau.
• Working Time & Mode:
  • Operation Hours: 8am to 7pm (3 shifts in between) (8am-5pm/9am-6pm/10am-7pm> )
  • Days: Monday - Friday
  • (Subjected to changes based on the business requirements)
  • We're business as usual on Public Holidays and if employees are expected to work during these times if required, they will be compensated according to the public holiday rate.
• Mode: WFO (Working From Office)
• Office Location: Sutherland Office, Level 1 & 11, Avenue 5, Tower 6, Bangsar South (Touch N Go Building).
• We require 100% attendance during the training and nesting and in general New Hire is not allowed to take leave in the first 6 months (Probation Period).

About the opportunity

We're looking for a highly organized Account Management Coordinator to support our Key Account Managers (KAMs) in the day-to-day operations of managing our strategic grocery partners. This role is crucial for ensuring smooth execution and timely issue resolution to help our partners succeed on the platform.

What You’ll Do

• Operational Support:
  • Assist KAMs in handling day-to-day operational tasks and troubleshooting issues with vendor accounts or listings.
• Promotion Management:
  • Coordinate and support the uploading of promotional campaigns, ensuring correct setup, timely launches, and accurate data input.
• Vendor Onboarding:
  • Help onboard new vendor branches and ensure all necessary information (e.g., SKUs, pricing, availability) is correctly added and maintained on the platform.
• SKU Management:
  • Assist with the setup and updating of menu items or product listings (SKUs), including descriptions, images,pricing accuracy, and updates.

What you need to be successful

Who You Are

• Highly organized and detail-oriented with a strong sense of ownership.
• Able to manage multiple tasks in a fast-paced environment.
• Excellent communication skills, both written and verbal.
• Comfortable working with spreadsheets
• Previous experience in an administrative, operations, or account support role is a plus.
• Fluent in English; additional language skills (e.g. Mandarin and Cantonese to communicate with stakeholders) will be a bonus

Who we are

foodpanda is part of the Delivery Hero Group, the world’s pioneering local delivery platform, our mission is to deliver an amazing experience—fast, easy, and to your door. We operate in over 70+ countries worldwide. Headquartered in Berlin, Germany. Delivery Hero has been listed on the Frankfurt Stock Exchange since 2017 and is part of the MDAX stock market index.

About the opportunity

We're looking for a highly organized Account Management Coordinator to support our Key Account Managers (KAMs) in the day-to-day operations of managing our strategic grocery partners. This role is crucial for ensuring smooth execution and timely issue resolution to help our partners succeed on the platform.

What You’ll Do

• Operational Support:
  • Assist KAMs in handling day-to-day operational tasks and troubleshooting issues with vendor accounts or listings.
• Promotion Management:
  • Coordinate and support the uploading of promotional campaigns, ensuring correct setup, timely launches, and accurate data input.
• Vendor Onboarding:
  • Help onboard new vendor branches and ensure all necessary information (e.g., SKUs, pricing, availability) is correctly added and maintained on the platform.
• SKU Management:
  • Assist with the setup and updating of menu items or product listings (SKUs), including descriptions, images,pricing accuracy, and updates.

What you need to be successful

Who You Are

• Highly organized and detail-oriented with a strong sense of ownership.
• Able to manage multiple tasks in a fast-paced environment.
• Excellent communication skills, both written and verbal.
• Comfortable working with spreadsheets
• Previous experience in an administrative, operations, or account support role is a plus.
• Fluent in English; additional language skills (e.g. Mandarin and Cantonese to communicate with stakeholders) will be a bonus

Who we are

foodpanda is part of the Delivery Hero Group, the world’s pioneering local delivery platform, our mission is to deliver an amazing experience—fast, easy, and to your door. We operate in over 70+ countries worldwide. Headquartered in Berlin, Germany. Delivery Hero has been listed on the Frankfurt Stock Exchange since 2017 and is part of the MDAX stock market index.

About the opportunity

Reporting to the Commercial Director, you will form part of the department's leadership team, helping shape the commercial strategy of foodpanda. You will be leading a National team of team leads and individual Account Managers to manage overall vendor experience and drive business growth. These tasks include, but are not limited to:

• Scale the team according to the growing portfolio of partnered brands, manage the team incentive schemes, identify the growth areas to motivate the team in achieving monthly targets
• Ideate and develop growth strategies through cross-functional collaboration e.g. top line growth through vendor commission and/or commercial terms renegotiation
• Maintain and monitor restaurant operational performance metrics to ensure portfolio compliance is aligned with company standards
• Be the local owner of the wide array of deals and promotions packages for partnered restaurants that includes sales and advertising revenue growth. Be involved in the end-to-end process of bringing deals live, including direct communication with restaurant partners when necessary
• Work with internal teams & regional teams to enhance vendor engagement and overall usage experience

What you need to be successful

• 6-10 years' experience in account management-related field
• Proven leadership ability, with minimum 5 years' team management experience, to motivate and execute within a fast-paced, aggressive target environment to meet both short- and long-term business objectives
• Prior eCommerce, technology, or F&B experience is highly valued
• Experience in facing C-level externals would be a plus
• Track record of solid data analysis, understanding sales numbers and monitoring daily metrics to drive business process improvement

Who we are

foodpanda is part of the Delivery Hero Group, the world's pioneering local delivery platform, our mission is to deliver an amazing experience—fast, easy, and to your door. We operate in over 70+ countries worldwide. Headquartered in Berlin, Germany. Delivery Hero has been listed on the Frankfurt Stock Exchange since 2017 and is part of the MDAX stock market index.

What's in it for you

What We Offer

• A dynamic and challenging work environment.
• A company committed to developing you personally and professionally.
• A great working atmosphere with regular company and team events.
• A vibrant and international team committed to diversity and inclusion.
• Responsibility from day one in a fast growing and global company.
• Other benefits include free food, health and dental insurance, and learning and development opportunities