About Toll Group
At Toll, we do more than just logistics - we move the businesses that move the world. Our 16,000 team members can help solve any logistics, transport, or supply chain challenge – big or small. We have been supporting our customers for more than 130 years. Today, we support more than 20,000 customers worldwide with 500 sites in 27 markets, and a forwarding network spanning 150 countries. We are proudly part of Japan Post — www.tollgroup.com
PRIMARY DUTIES & RESPONSIBILITIES
Account Development and Growth
- Act as the single point of contact for assigned key accounts.
- Build and maintain strong, trust-based relationships at all levels of the customer’s organization.
- Conduct regular business reviews (monthly, quarterly, annual) with customers to review KPIs, performance trends, and improvement actions.
- Proactively identify and resolve service issues and escalations, ensuring high levels of customer satisfaction.
- Ensure all contractual obligations and SLAs are met or exceeded
Key Account Excellence
- Pro-actively manage and develop for allocated portfolio of customers.
- Serve as the primary point of contact for communication with the assigned clients.
- Conduct regular business reviews with clients (Monthly, quarterly, annual) to ensure agreed KPIs are met.
- Lead and engage stakeholders in face-to-face customer meetings such as new product instruction, KPI meetings, etc.
- Proactively manage client escalations, resolve service issues, and maintain high levels of client satisfaction.
- Coordinate with the (Global/Local) Account Managers to gather information to further qualify opportunities for pursuit and development.
- Closely cooperate with the overall account owner (Global Leads) as required.
Strategic Growth
- Develop/implement account strategies to grow share of wallet and profitability.
- Identify and pursue new opportunities within the customer’s business, including cross-selling, new tradelanes or solutions
- Collaborate with global and regional sales teams to align customer strategies with overall commercial goals.
- Participate in rate negotiations, contract renewals, and local deal governance ensuring compliance with company standards.
Operational Performance & Governance
- Support onboarding of new business and ensure proper implementation
- Lead operational performance reviews and manage end-to-end service delivery quality.
- Develop, maintain, and enforce Standard Operating Procedures (SOPs) for assigned customers.
- Monitor, analyze, and interpret key performance data (on-time delivery, accuracy, exceptions) to identify trends and root causes.
- Drive process improvement, automation, and data integrity initiatives.
- Collaborate with operations and product teams globally to align delivery with customer expectations.
Data & Reporting
- Manage customer performance reporting, including EDI and KPI scorecards.
- Maintain accurate records in the CRM system (Salesforce or equivalent) for all customer interactions, opportunities, and performance data.
- Support finance and operations in managing revenue, GP tracking, and DSO
Collaboration & Stakeholder Management
- Work closely with the Global Account Owner, Regional Product Leads, and Operations Management.
- Align internal stakeholders to ensure service delivery under a “One Company” approach.
- Communicate regularly with network offices to ensure consistent global service.
- Represent the company professionally at industry or client events when required.
What moves you?
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.
Are you excited about this role but are concerned you don’t meet all the requirements? If you have similar skills and are willing to learn then we encourage you to apply anyway. We know that some people hesitate to apply for jobs unless they meet every single qualification. At Toll, we value a diverse, inclusive and authentic workplace, so if you’re interested in this role but your past experience doesn’t align perfectly then please talk to us – you may be just the right candidate for this or other roles we have coming up.
At Toll everyone is welcome including those of all ages, ethnicities, genders and abilities.
To find out more about us visit www.careers.tollgroup.com
You must be entitled to work in India and be prepared to undertake pre-employment checks including a criminal history check and medical.
