Key Account Operations Manager

Key Responsibilities

• Supporting the development and implementation of dedicated customers in the region including maintaining SOPs, rates and customer profiles.
• Expedites the daily activities of all operational functions ensuring customer satisfaction is successfully achieved and company policies adhered to with the goal of maximizing profitability for the company
• Maintaining and providing support for all existing accounts with quoting, coordinating pickups, handling invoices and billing questions.
• Responsible for development and implementation of special projects; identifies markets to be grown or maintained and develops appropriate business strategies
• Liaising and interacting with stations within the region on issue resolution, process improvement, etc.
• Handles incoming calls with the intent of providing customer satisfaction, retention, and/or extending contact to sell new or additional products and/or services
• Collaborates closely with Sales, and other departments for smooth handling of shipments with continuous updates
• Ensures documents are completed and updated in a timely and efficient manner and according to regulations and internal procedures
• Uses knowledge of all digital product offerings and to identify customer needs in this area and set up the appropriate digital solution that meets those customer needs.
• Consistent review of data integrity, analysis and troubleshooting issues between internal and customer systems
• Coordinates and connects the internal resources to customize our products as needed and identify the experts within our DHL organization to present these solutions to customers
• Develop and maintain a strong business partnership at all levels with external customer
• Lead problem-solving efforts, conduct root cause analysis, and work with teams to develop and implement CAPAs as needed
• Skills / Requirements:
• Excellent communication skills – written, oral and presentation
• Dedicated to and focusing upon servicing and supporting both internal and external customers is essential
• Excellent analytical and numeric skills – spreadsheets and reporting
• Excellent skills in preparing presentations
• Experience in Cargo Wise system a plus
• Excellent Data & Process analysis skills
• Ability to support projects and work autonomously
• Pay Range: $68,722.50 - $91,630.00+ (Based on Experience)
• Benefits (All Non-Union Employees)
• Compensation: Competitive base salary plus role dependent performance-based incentives.
• 401(k) Match: $1-for-$1 match up to 4% quarterly + 2% annual base contribution.
• Stock Purchase Plan: Ability to purchase Deutsche Post AG shares at a discounted rate.
• Medical: Comprehensive plans covering preventive care, inpatient/outpatient services, and prescriptions.
• Vision: Optional coverage for exams, frames, and contacts.
• Dental: Optional coverage for preventive, basic, and major services.
• Paid Time Off: 7 major holidays, 8 floating holidays, and accrued vacation/sick days.
• Why Join DHL Global Forwarding?
• At DHL Global Forwarding, we invest in our employees’ growth, providing training, guidance, and career advancement opportunities. We believe in building careers, not just jobs, and empowering our team to develop skills and achieve long-term success.
• Be part of DHL Group, the world’s leading logistics provider, operating in 220+ countries. DHL Global Forwarding (DGF) is a global leader in air and ocean freight, with 30,000+ employees ensuring seamless transport and supply chain solutions. Explore careers with us: DHL Careers.