Operations Key Account Manager (OKAM) - Customs Brokerage

GEODIS Career•Philadelphia, PA

About The Position

Summary: The Operations Key Account Manager (OKAM) is responsible for directing the import and/or export operations of his/her accounts within the various departments and branches that handle the assigned accounts. This includes overseeing a compliant, productive and profitable operation as it relates to his/her accounts. The Operations Key Account Manager is responsible for managing the relationships with existing assigned customers including: account retention, contract compliance, quality, metric performance review and increased business opportunities. Job Duties : M onitors team productivity and assigns accounts and tasks to department personnel. Establishes new accounts, based upon review of POA’s and completed client information sheets, etc. Initiates and handles new client start up processes Trains individuals within teams to take responsibility of new client accounts. Maintains customer relationships Reviews daily reports to eliminate potential errors Resolves problems, troubleshoots Reviews and addresses accounting discrepancies Manages employees including interviewing, hiring, training, evaluation, and coaching Ensures assigned work group members have recorded time and attendance Oversees on-site technologies Offers support to other stations as needed Attends industry related seminars, conferences, etc. Attends periodic business review meetings Conducts regular communications with assigned customers Leads and attends periodic business review meetings Addresses all customer issues, concerns and requests using a strategic direction which includes a detailed communication strategy that engages Senior Management with assigned customers Assists with the annual growth of the assigned accounts and securing new business Assists in the design of contracts including scope of work development, assumption justification, operational plan development, route development and pricing for new business Serves as a resource to resolve customer needs including, but not limited to, transportation, shipping, rates for additional services and contract interpretation Establishes and maintains goals based on Key Performance Indicators (KPI) as prescribed in the client contract Ensures completion of account reviews Records all commercial activities in CRM Other duties as required and assigned

Requirements

Bachelor’s degree from a 4 year college or university
Minimum 4 to 7 years related experience and/or training or an equivalent combination of education and training
Must be PC literate and proficient with Microsoft Word, Excel, Outlook and PowerPoint
Must be a licensed broker or proven strong operational experience in brokerage
Ability to write reports, business correspondence, and procedure manuals
Ability to effectively present information and respond to questions from groups of managers, customers, and co-workers
Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists
Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form

Responsibilities

Monitors team productivity and assigns accounts and tasks to department personnel.
Establishes new accounts, based upon review of POA’s and completed client information sheets, etc.
Initiates and handles new client start up processes
Trains individuals within teams to take responsibility of new client accounts.
Maintains customer relationships
Reviews daily reports to eliminate potential errors
Resolves problems, troubleshoots
Reviews and addresses accounting discrepancies
Manages employees including interviewing, hiring, training, evaluation, and coaching
Ensures assigned work group members have recorded time and attendance
Oversees on-site technologies
Offers support to other stations as needed
Attends industry related seminars, conferences, etc.
Attends periodic business review meetings
Conducts regular communications with assigned customers
Leads and attends periodic business review meetings
Addresses all customer issues, concerns and requests using a strategic direction which includes a detailed communication strategy that engages Senior Management with assigned customers
Assists with the annual growth of the assigned accounts and securing new business
Assists in the design of contracts including scope of work development, assumption justification, operational plan development, route development and pricing for new business
Serves as a resource to resolve customer needs including, but not limited to, transportation, shipping, rates for additional services and contract interpretation
Establishes and maintains goals based on Key Performance Indicators (KPI) as prescribed in the client contract
Ensures completion of account reviews
Records all commercial activities in CRM
Other duties as required and assigned