Indianapolis - Operational Key Account Manager
About The Position
Serve as the primary point of contact for a portfolio of key freight forwarding and logistics accounts, ensuring day-to-day operational needs are met and service levels are consistently exceeded. Coordinate closely with internal teams (road, air, sea, and warehousing/logistics operations) to ensure seamless execution of shipments and value-added services for assigned accounts. Monitor account performance against KPIs and SLAs, proactively identifying and resolving operational issues before they impact the customer. Build and maintain strong, trust-based relationships with key clients, acting as their advocate internally while managing expectations around cost, capacity, and timelines. Identify opportunities to grow existing accounts through additional services, cross-selling, and process improvements that add measurable value for the customer. Prepare regular business reviews, reporting, and performance analyses for key accounts, translating data into actionable insights for both the customer and internal stakeholders. Support the onboarding of new accounts and the implementation of new lanes, services, or systems, ensuring a smooth transition into daily operations.
Requirements
- Experience in freight forwarding and logistics
- Strong understanding of operational needs
- Ability to coordinate with internal teams (road, air, sea, warehousing/logistics)
- Proficiency in monitoring account performance against KPIs and SLAs
- Skills in identifying and resolving operational issues
- Ability to build and maintain strong client relationships
- Experience in managing client expectations regarding cost, capacity, and timelines
- Capability to identify growth opportunities within existing accounts
- Experience in preparing business reviews, reporting, and performance analyses
- Ability to translate data into actionable insights
- Experience supporting account onboarding and implementation of new services/systems
Responsibilities
- Serve as the primary point of contact for a portfolio of key freight forwarding and logistics accounts, ensuring day-to-day operational needs are met and service levels are consistently exceeded
- Coordinate closely with internal teams (road, air, sea, and warehousing/logistics operations) to ensure seamless execution of shipments and value-added services for assigned accounts
- Monitor account performance against KPIs and SLAs, proactively identifying and resolving operational issues before they impact the customer
- Build and maintain strong, trust-based relationships with key clients, acting as their advocate internally while managing expectations around cost, capacity, and timelines
- Identify opportunities to grow existing accounts through additional services, cross-selling, and process improvements that add measurable value for the customer
- Prepare regular business reviews, reporting, and performance analyses for key accounts, translating data into actionable insights for both the customer and internal stakeholders
- Support the onboarding of new accounts and the implementation of new lanes, services, or systems, ensuring a smooth transition into daily operations
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
