Client Account Manager, Logistics

Delmar International Inc.•Chicago, IL

About The Position

Reporting to the Director, the Client Account Manager supports the ongoing development and retention of existing and prospective Delmar customers. The role maintains effective written and verbal communication with clients to ensure customer satisfaction, identifies client needs, resolves problems, responds promptly to inquiries, and proactively offers solutions and recommendations. The Client Account Manager also upsells and cross-sells Delmar services while maintaining and retaining a dedicated book of business. The position serves as the main contact for assigned accounts, builds relationships with stakeholders, understands customer objectives and supply chain requirements, and coordinates with internal teams to support supply chain execution. It manages service issues and escalations, contributes to account growth and contract renewals, supports forecasting and planning, and ensures service-level agreements and contractual requirements are met.

Requirements

Minimum 2 years of sales or operations experience in the 3PL freight forwarding environment.
Fluency in spoken Italian is required to support Italian-speaking clients and business partners.
Ability to establish rapport and develop solid relationships with potential leads and key customer contacts.
Ability to ask appropriate questions, listen carefully, and understand customer needs.
Proven problem-solving skills.
Excellent communication skills.

Nice To Haves

Experience in ocean, air, ground, brokerage, or warehousing.
Bachelor's degree.
Knowledge of current air and ocean service offerings for transatlantic shipments to the United States and Canada.

Responsibilities

Act as the main point of contact for assigned accounts.
Build and maintain strong relationships with key stakeholders.
Understand customer business objectives, challenges, and supply chain requirements.
Conduct regular business reviews and performance meetings.
Monitor customer demand patterns and forecasts.
Manage exceptions and urgent customer requests.
Collaborate with origin offices, procurement, and customer service teams.
Align internal operations with customer expectations.
Facilitate smooth supply chain execution from order to delivery.
Proactively identify supply chain risks.
Resolve delivery delays, inventory shortages, transportation issues, and service disruptions.
Lead cross-functional teams to address customer concerns.
Communicate recovery plans and timelines.
Identify opportunities to grow existing accounts.
Support contract renewals and negotiations.
Promote new products, services, and supply chain solutions.
Develop account growth strategies.
Review customer forecasts and demand trends.
Support Sales & Operations Planning (SOP) processes.
Work with customers to improve forecast accuracy and inventory optimization.
Manage service-level agreements (SLAs).
Ensure contractual obligations are met.
Monitor compliance with customer requirements and industry regulations.
Upsell and cross-sell Delmar services while maintaining and retaining a dedicated book of business.
Respond to client inquiries in a timely manner and proactively offer solutions, insights, and recommendations.