Operational Key Account Manager

Toll Group • Chicago, IL

1d

About The Position

The Operational Key Account Manager leads a predefined group of strategic freight forwarding accounts to drive customer retention, revenue growth, product volumes, and share of wallet. The role supports account opportunity road maps aimed at positioning Toll among customers’ top three service providers and builds strategic engagement with customer influencers, decision-makers, and internal stakeholders across local, regional, and international networks as applicable.

The role oversees account strategies aligned with commercial objectives, develops customer relationships, supports negotiations and business reviews, and acts as an escalation point for complex service issues. It also drives operational governance, SOP implementation, service performance, continuous improvement, reporting, customer onboarding, and coordination across operations, product, finance, and account teams. The position maintains CRM and account data, analyzes performance for regional and global leadership, and helps customers use Toll’s visibility and reporting tools.

Requirements

• Bachelor’s degree or equivalent in Business, Supply Chain, Logistics, or a related field.
• At least 5 years of experience in freight forwarding, logistics, or account management.
• Demonstrated ability to manage complex customer relationships and drive strategic growth.
• Expertise in international and domestic logistics, including air, ocean, and customs.
• Strong commercial acumen and analytical skills, including the ability to turn data into actionable insights.
• High proficiency in Microsoft PowerPoint, Excel, and CRM platforms such as Salesforce.
• Excellent communication, influencing, and stakeholder-management skills.
• Resilient, adaptable, culturally aware, and committed to high integrity and professionalism.
• Must be entitled to work in the United States of America.
• Must be prepared to undertake pre-employment checks, including a criminal history check and medical.

Responsibilities

• Oversee account strategies and ensure alignment with global and regional commercial objectives where applicable.
• Support identification of growth opportunities, cross-selling, and increased share of wallet within strategic accounts.
• Participate in negotiations, monthly and quarterly business reviews, and annual performance reviews; coordinate with account teams, operations, and governance for major accounts and contracts.
• Build and maintain executive-level relationships with key stakeholders at assigned customer accounts in the region.
• Ensure delivery of agreed KPIs and SLAs through regular internal and external business reviews and strategic engagement.
• Serve as an escalation point for complex service issues and ensure timely resolution and customer satisfaction.
• Communicate business-at-risk issues and opportunities for increased wallet share to internal stakeholders through regular monthly business reviews.
• Manage data associated with contracted and FAK allocations, leading discussions with product teams, origin teams, and customers on commitments.
• Drive implementation of SOPs and governance standards across assigned accounts.
• Monitor account performance metrics and lead continuous-improvement and operational-efficiency initiatives.
• Support and drive customer reporting to provide visibility and clarity on activity.
• Manage operational reporting supporting applied agreements.
• Support onboarding of new lanes and products and align global operational execution.
• Collaborate with operations, product, and finance teams to ensure seamless service delivery and profitability.
• Participate in collection activity to help ensure accounts remain within payment terms.
• Manage contract-allocation visibility and data with key stakeholders.
• Ensure accurate and timely CRM data management and reporting for assigned accounts.
• Provide insights and performance analysis to global key account management and regional leadership for strategic decision-making.
• Guide and train customers on Toll visibility and reporting tools.
• Align regional account management with global account strategies and commercial priorities.
• Support regional preparation for global forums and contribute to best practices and process improvements.
• Perform other duties as assigned by management.

Benefits

• Paid vacation
• Sick time
• Floating holiday time
• Health benefits
• Life insurance
• Personal accident insurance
• 401(k) with company match
• 5% bonus target

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level