Global Air Logistics Operational Key Account Manager

Global Air Logistics Operational Key Account Manager | United States | US2150424

Are you thinking about advancing your career with one of the most successful logistics organizations worldwide? Here at Kuehne+Nagel, our Chicago is looking for a new Global Air Logistics Operational Key Account Manager to join our Air Logistics team.

YOUR ROLE

The Operational Key Account Manager is responsible for maintaining and expanding relationships with strategically important customers. This role requires a dynamic and customer-centric individual who can manage the operational aspects of key accounts, ensuring high levels of customer satisfaction that ultimately lead to retention and growth. The successful candidate will work closely with various internal teams to deliver seamless service and solutions tailored to client needs.

YOUR RESPONSIBILITIES

• Serve as the main point of contact for assigned key accounts, ensuring client needs are met efficiently
• Establish and maintain strong, long-lasting relationship with customer through regular communication, meetings and feedback session. Regularly engage to better understand customer requirements, establish trust and serve as escalation contact
• Clarify, negotiate if needed and formalize operational requirements with the customer
• Increase customer satisfaction and loyalty through design and implementation of customer-specific solutions
• Identify cost improvement opportunities, building on existing operational capabilities and client relationships; engage KN and customer resources to achieve cost savings
• Facilitate new business by acting as a subject matter expert on KN service offerings and operational capabilities
• Proactively work with customer and KN sales and operational staff in facilitating corrective actions when required
• Serve as a facilitator or single point of contact for implementation of new business, joint projects or any other customer requests not directly related to immediate day-to-day operations
• Execute specific customer defined analytical functions in support of export and import activities and regulatory requirements
• Manage escalations within your respective BU, incl. Claims handling escalations
• Act on customers behalf respective to articulating needs and requirements to the greater Kuehne + Nagel operational organization
• Establish regular governance with KN internal stakeholder, including, but not limited to:
  OKAM team assigned to the account
  Key Account team (Sales)
  Operational entities (BU Management / CCL / OCC / RCC)
• Address and resolve any issues or challenges faced by clients promptly, coordinating with internal teams to implement effective solutions.
• Serve as a point of contact for issues related to SOP, operational and administrative non-compliance matters, inclusive of, but not limited to:
  SOP Definitions with business field stakeholders
  SOP maintenance and distribution
  Regular reviews of Sop for accuracy and relevance
  Regular review of transactional data to support adherence to SOP
  Operational escalation
• Facilitate set up of the customer information in KN operational systems by engaging responsible KNTeams (e.g. KN Integration); set up automated alerts; facilitate implementation and maintenance of EDI if required
• Monitoring of internal compliance (Billing, Status updates etc) - to address A/R, visibility etc.
• Negotiate and formalize customer Key Performance Indicators in cooperation with GKAM, Network KAM and Business Field Management.
• Facilitate development of reports for KPI measurements and monitoring of operational performance - share data with customer at agreed cadence.
• Regularly analyze root causes of non-performance and drive internal operational improvements with local and regional operational management
• Identify and drive CI opportunities - in concert with Business Units
• Develop and present data related to KPI performance, projects and any other relevant operational matters during customers Business Reviews on country / global level as required; assist GKAM/NetworkKAM in preparation of Business Review presentations
• Stay informed about industry trends, competitive landscape, and customer developments to proactively address potential opportunities and risks
• Accessto all reporting/operational/financial IT systems required.

YOUR SKILLS AND EXPERIENCES

• Excellent communication, negotiation, and interpersonal skills.
• Strong organizational and multitasking abilities.
• Analytical mindset with the ability to interpret and act on data.
• Proficiency in CRM software and MS Office Suite.
• Customer-focused with a proactive approach to solving problems.
• Ability to work independently and as part of a team.
• Detail-oriented with a strategic mindset.
• Must be able to manage internal resources through influence, leadership and building lasting trust
• Must be analytical, ambitious and confident in undertaking wide-ranging internal and external improvement initiatives
• Must have in-depth knowledge of forwarder logistics import and export operations, including systems and processes as related to security protocols
• Must be able to drive customer compliance through effective communication of international trade regulations
• Must have experience in dealing with multi-national and multi-business unit organizations
• Must have experience in customer relationship management and communications
• Must have in-depth knowledge and skills in on-boarding new business through executing effective implementation best practices
• At least 5 years freight forwarding or transportation experience
• College Degree in Logistics, management or related fields
• Proficiency in Excel, Power Point, Word Doc
• Able to travel

GOOD REASON TO JOIN

There has never been a better time to work in logistics. Bring your skills to an industry that offers stability and international career growth. We offer a great compensation and medical/dental benefits package, employee discounts, tuition reimbursement, excellent training programs, and a fun, and interesting global work environment. #LI-[recruiter's job code]

ABOUT KUEHNE+NAGEL

With over 80.000 employees at some 1,300 locations in over 100 countries, the Kuehne+Nagel Group is one of the world's leading logistics companies.

CONTACT

US Talent Acquisition
USA.Talent.Acquisition@Kuehne-Nagel.com