Assistant Site Manager & Key Account Management (ASM)

Purpose of the Role

The Assistant Site Manager & Key Account Management (ASM) supports the Site Manager in delivering operational excellence while acting as the key liaison between customers and the site operation team. The role ensures service delivery, customer satisfaction, operational performance and commercial commitments are achieved in line with contractual requirements.

Key Responsibilities

Customer Relationship Management

• Act as the primary contact for assigned customers on day-to-day operational matters.

• Build and maintain strong customer relationships.

• Handle customer enquiries, complaints and escalations professionally.

• Ensure customer satisfaction through proactive communication.

Service Delivery

• Coordinate with Warehouse, Transport and Operations teams to resolve operational issues.

• Monitor KPIs and Service Level Agreements (SLAs).

• Support Monthly Business Review (MBR) and Quarterly Business Review (QBR).

• Drive continuous improvement initiatives.

Commercial Support

• Assist in pricing reviews and cost analysis.

• Support contract implementation and amendments.

• Identify opportunities for service expansion.

• Assist in customer quotations and commercial proposals.

Reporting

• Prepare operational performance reports.

• Analyse KPIs and identify improvement opportunities.

• Support management presentations.

Compliance

• Ensure contractual compliance.

• Support internal and customer audits.

• Maintain documentation.

Requirements

Education

• Bachelor's degree in Supply Chain, Logistics, Business Administration, Marketing, or a related discipline.

Experience

• Minimum 3–5 years of experience in Key Account Management, Customer Service, Supply Chain, Logistics Operations or Contract Logistics.

• Experience managing medium to large customer accounts is preferred.

• Experience working in a 3PL or contract logistics environment is an advantage.

Technical Competencies

• Customer relationship management

• Logistics and warehouse operations knowledge

• KPI & Service Level Agreement (SLA) management

• Commercial awareness and contract management

• Data analysis and reporting (Excel, Power BI is an advantage)

• Root cause analysis and problem-solving

• Project coordination and implementation

Soft Skills

• Strong stakeholder management and influencing skills

• Excellent communication and presentation skills

• Customer-focused mindset

• Strong planning and organizational skills

• Ability to manage multiple priorities under pressure

• Cross-functional collaboration

• Negotiation and conflict resolution

• Continuous improvement mindset

Language

• Fluent Vietnamese.

• Good command of English (written and spoken).

Computer Skills

• Microsoft Excel (advanced preferred)

• Microsoft PowerPoint

• Microsoft Word

• Power BI (preferred)

• SAP / WMS / TMS experience is an advantage.