Customer Relation Manager

Toll Logistics (Thailand) Ltd. (Vadhana)

Bangkok, Thailand

At Toll, you can help play a vital role in delivering what matters. From food, fuel, medicine and rescue services, we keep businesses and communities thriving. Every day brings change. We see that as an opportunity. To be curious. To ask the right questions. And build meaningful connections. Because finding new ways to solve problems is what we do. With a bold vision to expand our global reach, our 16,000+ people bring a passion for progress. We collaborate in friendly, caring teams, supported by approachable leaders who give us the autonomy to quickly make decisions with impact. Learn and grow with industry-leading training, alongside talented experts. Feel empowered to take on diverse challenges and new responsibilities to move you, our customers and our world further.

About this position

The Customer Relation Manager at Toll Group is responsible for managing key accounts, enhancing customer experience, and driving revenue growth through strategic client relationships and operational excellence.

Responsibilities

• Act as the primary internal contact for designated key/strategic accounts, ensuring customer expectations are met by coordinating closely with stakeholders across regions and divisions.
• Manage the gap between customer expectations and company performance.
• Proactively manage and grow relationships within an assigned portfolio, identifying new sales opportunities (including cross-selling).
• Regularly conduct business reviews (monthly, quarterly, annually) to ensure key performance indicators (KPIs) are met.
• Develop and implement strategies to increase revenue and profitability from existing clients.
• Identify and pursue growth opportunities with new strategic clients in the region, participating in rate negotiations and cooperating with global account leads as needed.
• Ensure customer service standards are met by collaborating with operational teams.
• Handle client escalations (e.g., shipment delays) and actively resolve issues while utilizing the latest IT tools and CRM systems to maintain data compliance.
• Attract new business opportunities, oversee contract negotiations, and ensure compliance with company standards.
• Support finance teams with daily sales outstanding (DSO) management if required and monitor client developments for escalation as needed.
• Build and maintain key contacts within the Toll Network, aligning with the "One Toll" strategy.
• Serve as the main point of communication for assigned customers, managing service level agreements (SLAs), standard operating procedures (SOPs), and contractual obligations while participating in face-to-face meetings and client-centric initiatives.

Requirements

• Over 5 years of expertise in freight forwarding: Skilled in development, client relationship management, and Key Account Management, with a preference for experience across multiple countries.
• Proactive and solutions-oriented: Demonstrated ability to take ownership of challenges, drive fast, clear resolutions, and maintain strong customer service focus.
• Collaborative and growth-focused: A team player who is eager to learn, develop, and contribute to team success, while also excelling in virtual environments and diverse settings.
• Strategic account management: Capable of driving regional or global business as an account owner, with extensive support from top management as part of the business driver team.
• Customer-centric approach: Results-oriented, with strong problem-solving skills.