Operational Key Account Manager

DSV•Itasca, IL

4h•$82,740 - $103,425•Onsite

About The Position

The Operational Key Account Manager (OKAM) is responsible for managing and growing key accounts at DSV. The role works closely with clients to support satisfaction and oversee operational aspects of shipments, collaborating with internal teams to provide service and meet client needs. The position is based in Itasca, Illinois, in DSV’s Air & Sea division, and may involve travel as necessary. It may oversee other account managers or support staff.

Requirements

Bachelor’s degree in business, logistics, supply chain management, or a related field is preferred.
Five or more years of experience in key account management in the transportation and logistics industry is preferred.
Experience with supply chain management, transportation, warehousing, and distribution.
Strong communication and interpersonal skills.
Strong problem-solving and decision-making skills.
Ability to work independently and as part of a team.
Strong organizational and time-management skills.
Knowledge of transportation and logistics industry trends and best practices.
Proficiency in Microsoft Office Suite and other relevant software.
Fluent written and spoken English.

Nice To Haves

Master’s degree in business, logistics, supply chain management, or a related field.
Experience with international logistics and customs regulations.
Experience with sales and business development.
Experience with transportation management systems (TMS) and customer relationship management (CRM) software.

Responsibilities

Serve as the primary contact for key accounts designated by branch and regional management.
Build relationships throughout customer organizations and identify opportunities at all levels.
Work across DSV’s network and divisions to maintain and grow share of wallet.
Keep rates current, communicate rates to Operations, and submit them to ISSC for automated rating.
Provide clients with market insights to help anticipate and navigate market challenges.
Create, maintain, and update standard operating procedures (SOPs).
Lead client onboarding and implementation.
Oversee daily operational activities and identify risks, pain points, and service gaps.
Lead collaboration among internal stakeholders involved with clients.
Manage responses to spot quote requests and identify upselling opportunities.
Ensure data-quality KPIs, including timeliness and billing days, are met.
Achieve and maintain an acceptable accounts receivable (AR) rating.
Monitor, analyze, and act on customer performance against committed volumes.
Monitor, analyze, and act on DSV performance against service-level agreement KPIs.
Meet client reporting requirements.
Conduct client business reviews on schedule and manage follow-up items.
Facilitate or support contract and rate negotiations.
Identify new opportunities and organize deal teams to pursue them.
Develop account plans and act on customer satisfaction, threats, and development opportunities.
Create and deploy logistics solutions tailored to client needs, challenging existing approaches where appropriate.
Assess the necessity and feasibility of EDI and other technology solutions to support electronic booking.
Analyze volumes and workflows to improve productivity and identify client cost savings.
Manage rate optimization and yield management.
Travel as necessary.