Operational Key Account Manager III

US-WA-Kent

Regular Full-Time

Salary Range: $98,329-$160,740

The Operational Key Account Manager III (OKAM III) will be responsible for the day-to-day operational management and direction of a customer account or group of accounts. The OKAM III oversees the operational performance of various supply chain services as specified in the service agreement/SOP to maximize customer satisfaction and open the door to further growth with their customer(s). The position will serve as the main point of contact and operational subject matter expert for their assigned customer(s) while coordinating with operations, sales and various internal stakeholders.

The position may also manage other operational key account managers or similar operational roles including operational oversight for their accounts or area of responsibility.

• Oversee all international freight forwarding operations acting as the primary resource for problem resolution between their customer(s) and operations.
• Act as the primary point of contact for any non-routine operational matters between the customer and operations team.
• Monitor, update, enhance and enforce the existing SOP in place at all operational branch offices.
• Monitor operational trends and exceptions and use this information to recommend operational improvements to customers.
• Utilize their in-depth operational knowledge to propose new services to their assigned customers to support the growth of that customer as outlined in the clients account development plan.
• Manage regular request from their assigned accounts for potential business opportunities including Spot Quotes, RFQ/RFP etc. in coordination with product, operations and vendors.
• Regularly communicate with their assigned customer(s) to ensure a high level of customer satisfaction and maximize service quality from an operational perspective.
• Proactively monitor, validate, and distribute operational reports based on relevant KPI's (supplier/origin/carrier/trucker/destination/etc.) to various stakeholders.
• Proactively monitor and correct any data integrity issues associated with their reporting requirements.
• Participate and potentially lead regular conference calls and/or face-to-face meetings with customer(s) as required.
• Responsible for coordinating and utilizing internal resources and personnel to meet customers' expectations.
• Provide customer(s) with adequate support/backup during holidays and outside the normal work hours when requested.
• Manage one or more Operational Key Account Manager's or similar operational employees, providing leadership and oversight of the employee(s).
• Enhance the performance of their direct reports and provide guidance to effectively grow, retain and maximize customer satisfaction of the group of accounts their team is assigned to.
• Act as a single point of contact for the Branch/Regional Account to maximize customer satisfaction and retain the customer. Enable quick decision-making and problem resolution for the Branch/Regional Account's business across the organization globally or locally.
• Work in a company or customers location full time or on a hybrid schedule in line with the company's policy.

• 7+ to years of operational experience in the international freight forwarding industry or other relevant logistics/supply chain role.
• At least four years of IFF operational account management experience or IFF departmental management experience.
• Excellent knowledge of the logistics industry.
• High School Diploma/GED required, associate or bachelor's degree a plus.
• Previous experience managing direct reports preferred.
• Ability to use various operational systems and reporting tools to review, develop and monitor operational performance to meet…