Key Account Specialist II

AIT Worldwide Logistics, Inc.•Memphis, TN

About The Position

The Key Account Specialist II manages complex customer accounts and supports strategic operational initiatives within the Home Delivery business. The role serves as the primary liaison for assigned customers, coordinates cross-functional activities, resolves escalated service issues, and helps drive operational excellence and customer satisfaction. It requires a strong understanding of transportation operations, customer requirements, and continuous improvement methodologies. Responsibilities are performed with a high degree of independence and judgment.

Requirements

Some college, an associate degree, or equivalent.
At least 3 years of experience in logistics, transportation, freight forwarding, customer service, or account management.
Strong customer relationship management skills.
Advanced problem-solving and analytical capabilities.
Ability to manage multiple priorities in a fast-paced environment.
Strong written and verbal communication skills.
Proficiency in Microsoft Excel, Outlook, Teams, and reporting tools.
Ability to work independently with limited supervision.

Nice To Haves

Bachelor's degree.
Experience supporting key customer relationships.
Experience with CargoWise or a similar transportation management system.

Responsibilities

Serve as the primary point of contact for assigned key customer accounts.
Develop and maintain strong customer relationships through proactive communication and service recovery.
Investigate and resolve escalated shipment, delivery, and service issues.
Manage customer expectations while ensuring compliance with service level agreements (SLAs).
Monitor transportation performance and shipment activity across multiple transportation modes.
Analyze operational trends and identify opportunities to improve service levels.
Coordinate with dispatch, customer service, operations, carriers, and vendors to resolve exceptions.
Ensure accurate shipment tracking, documentation, and system updates.
Generate and analyze customer performance reports, KPIs, and operational metrics.
Identify trends impacting customer satisfaction, costs, and service quality.
Present findings and recommendations to management and customer stakeholders.
Support customer business reviews and account development initiatives.
Assist leadership with identifying value-added service opportunities.
Participate in customer onboarding and implementation activities for new business.
Identify opportunities for process standardization and efficiency improvements.
Participate in cross-functional improvement projects.
Support compliance with quality management standards and operational procedures.
Assist with onboarding and training Level I team members.
Share best practices and operational knowledge across the department.
Perform other duties as assigned.
Comply with all policies and standards.