Operational Key Account Manager

Toll Group•Long Beach, CA

About The Position

The Operational Key Account Manager leads a group of predefined strategic freight forwarding accounts to drive customer retention, revenue growth, product volumes, and share of wallet. The role supports an identified opportunity roadmap, positioning Toll among customers’ top three service providers and engaging key influencers, decision-makers, and internal stakeholders to promote Toll locally, regionally, and internationally where applicable. The position oversees account strategy and customer relationships, supports commercial growth and negotiations, and ensures service delivery against agreed KPIs and SLAs. It drives operational governance, SOP implementation, performance improvement, customer reporting, and coordination across operations, product, finance, and account teams. The role also maintains CRM and account data, analyzes performance for strategic decision-making, and supports regional and global account priorities.

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.
Proven 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.
Resilience, adaptability, cultural awareness, 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 aligned with global and regional commercial objectives.
Identify growth opportunities, cross-selling opportunities, and ways to expand share of wallet within strategic accounts.
Participate in negotiations, monthly and quarterly business reviews, annual performance reviews, and coordination for major accounts and contracts.
Build and maintain executive-level relationships with customer stakeholders in the region.
Ensure delivery of agreed KPIs and SLAs through regular internal and external business reviews and strategic engagement.
Act as an escalation point for complex service issues and ensure timely resolution and customer satisfaction.
Communicate account risks and opportunities for increased wallet share to internal stakeholders through regular business reviews.
Manage data associated with contracted and FAK allocations, coordinating commitments with Product, origin, and customers.
Drive implementation of SOPs and governance standards across assigned accounts.
Monitor account performance and lead continuous-improvement and operational-efficiency initiatives.
Support customer reporting and manage operational reporting for visibility, clarity, and applied agreements.
Support onboarding of new lanes and products and align global operational execution.
Collaborate with operations, product, and finance teams to support 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.
Maintain accurate and timely CRM data and reporting for assigned accounts.
Provide performance analysis and insights to global key account management and regional leadership.
Guide and train customers on Toll visibility and reporting tools.
Align regional account management with global account strategies and commercial priorities.
Support preparation for global forums and contribute to best practices and process improvements.
Perform other duties as assigned by management.