Operational Key Account Manager

DSV•Van Buren Township, MI

21h•$82,740 - $103,425•Onsite

About The Position

As a Key Account Manager in Operations at DSV, you will manage and grow key accounts, work closely with clients to ensure their satisfaction, oversee the operational aspects of shipments, and collaborate with internal teams to provide exceptional service and meet client needs. The role is based in Van Buren Township, Michigan, within the Air & Sea division. You will serve as the primary contact for assigned key accounts, build relationships throughout customers' organizations, and coordinate across DSV's network and divisions to maintain and grow business. You will lead onboarding and implementation, maintain SOPs and current rates, provide market insights, oversee daily operations, and monitor customer and DSV performance against service expectations and KPIs. The position also involves client reporting and business reviews, supporting contract and rate negotiations, developing account plans, identifying business opportunities, and designing logistics solutions tailored to client needs.

Requirements

A bachelor's degree in business, logistics, supply chain management, or a related field is preferred.
Five or more years of key account management experience in the transportation and logistics industry is preferred.
Experience with supply chain management, transportation, warehousing, and distribution.
Strong communication and interpersonal skills.
Excellent 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.
Fluency in written and spoken English.

Nice To Haves

A 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 at all levels of customers' organizations.
Coordinate across DSV's network and divisions to maintain and grow share of wallet.
Ensure rates are current, communicated to Operations, and submitted to ISSC for auto-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.
Travel as necessary.
Oversee day-to-day operational activities and identify risks, pain points, and service gaps.
Lead collaboration among internal stakeholders involved with each client.
Manage responses to spot quote requests and identify upselling opportunities.
Ensure data-quality KPIs are met, including timeliness and billing days.
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.
Ensure client reporting requirements are met.
Conduct client business reviews on schedule and own follow-up actions.
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.
Assess the need and feasibility of EDI and other technology solutions that support eBooking.
Analyze volumes and workflows to optimize productivity and identify client cost savings.
Manage rate optimization and yield management.
May oversee the work of other account managers or support staff.