Account Manager

Company Description SiCepat Ekspres Indonesia is a fast-growing logistics and delivery company established in 2014, specializing in rapid parcel delivery across Indonesia. The company focuses on 15-hour delivery services for the Jabodetabek and Bandung areas and one-day delivery for major cities nationwide. Supported by modern technology systems, SiCepat Ekspres operates branches and outlets throughout Indonesia to serve a wide range of customers. With the slogan Ketika Semua Jadi Mudah, the company is committed to providing efficient, reliable solutions for e-commerce businesses and individual senders. Team members join a dynamic environment that supports innovation, customer focus, and operational excellence.

Role Description As an Account Manager at SiCepat Ekspres Indonesia, you will manage and grow relationships with key clients, primarily from the e-commerce and business sectors. You will serve as the main point of contact, handle day-to-day client communication, and ensure service performance meets agreed standards. Daily tasks include monitoring shipment performance, resolving service issues, preparing reports, and identifying opportunities to improve client satisfaction and retention. You will collaborate closely with operations, customer service, and finance teams to support client needs and coordinate new service initiatives. This is a full-time, on-site role based in Jakarta, Indonesia.

• Manage and maintain strong relationships with assigned customer accounts.
• Serve as the primary point of contact for customers regarding business, operational, and service-related matters.
• Monitor account performance, revenue, shipment volume, and profitability to ensure business targets are achieved.
• Identify opportunities for account growth through upselling, cross-selling, and new business initiatives.
• Conduct regular business reviews and present performance reports, insights, and recommendations to customers.
• Coordinate with Operations, Finance, IT, Product, and Sales teams to ensure seamless service delivery and issue resolution.
• Monitor service performance, including SLA achievement, delivery success rate, customer satisfaction, and operational KPIs.
• Resolve customer issues, complaints, and escalations in a timely and professional manner.
• Develop and implement action plans to improve customer experience and operational performance.
• Support contract renewals, pricing discussions, commercial negotiations, and account retention strategies.
• Maintain accurate customer records, forecasts, account plans, and business opportunities within the assigned portfolio.

• Bachelor's degree in Business, Marketing, Logistics, Supply Chain Management, or a related field.
• Minimum 3 years of experience in Account Management, Key Account Management, Customer Success, Client Services, or B2B Sales.
• Experience in logistics, e-commerce, supply chain, or related industries is highly preferred.
• Proven ability to build strong customer relationships and manage multiple stakeholders across different levels of an organization.
• Strong communication, presentation, and negotiation skills with a customer-centric mindset.
• Solid analytical and problem-solving abilities, including experience working with business performance data and KPIs.
• Familiarity with service metrics such as SLA achievement, on-time delivery, shipment volume trends, and customer satisfaction indicators.
• Effective organizational and time management skills, with the ability to manage multiple accounts and priorities in a fast-paced environment.
• Proficient in Microsoft Office applications, particularly Excel and PowerPoint; experience with CRM or account management systems is an advantage.
• Excellent verbal and written communication skills in Bahasa Indonesia; working proficiency in English is preferred.
• High attention to detail, strong sense of ownership, and willingness to work closely with cross-functional and operational teams.