Operational Key Account Manager

Toll Group•Long Beach, CA

3d•$70,080 - $80,000

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 to position Toll among customers’ top three service providers and promotes strategic engagement with customer influencers, decision-makers, and internal stakeholders across local, regional, and international networks where applicable. The role develops account strategies aligned with commercial objectives, builds executive-level customer relationships, supports service delivery and operational governance, and identifies opportunities for growth and improvement. It also manages account performance, reporting, CRM data, contract and FAK allocations, customer visibility tools, and collaboration across regional and global account teams and internal functions. The position requires a bachelor’s degree or equivalent in a relevant field and at least five years of experience in freight forwarding, logistics, or account management. The advertised base salary range is $70,080–$80,000, with a 5% bonus target. Toll states that full-time employees receive paid vacation, sick time, floating holiday time, health benefits, life insurance, personal accident insurance, and a 401(k) with company match. Candidates must be entitled to work in the United States and be prepared to complete pre-employment checks, including a criminal history check and medical.

Requirements

Bachelor’s degree or equivalent in Business, Supply Chain, Logistics, or a related field.
Minimum of 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, with 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, and culturally aware, with high integrity and professionalism.
Must be entitled to work in the United States.
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 the team in identifying growth opportunities, cross-selling, and expanding share of wallet within strategic accounts.
Participate in negotiations, MBRs, QBRs, and annual performance reviews, coordinating with account teams, operations, and governance for major accounts and contracts.
Build and maintain executive-level relationships with key stakeholders at assigned customers 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 support timely resolution and customer satisfaction.
Communicate account risks and opportunities for increased wallet share to internal stakeholders through regular MBRs.
Manage data associated with contracted and FAK allocations and lead discussions with product teams, origin, 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 in support of 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.
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.