Operational Key Account Manager - North America

Account Implementation & Coordination

• Partner with the Regional Key Account Manager and Global Integration teams to support smooth onboarding of new key accounts.
• Coordinate with cross-functional stakeholders to ensure operational readiness during implementation.
• Maintain clear shipment visibility, including monitoring status accuracy and ensuring data integrity across systems.
• Manage customer-specific business rules and ensure operational teams follow agreed processes.
   

Performance Management & Reporting

• Track and review operational KPIs, customer-specific metrics, and performance versus awarded volumes.
• Maintain accurate customer data, including partners, contacts, and escalation matrices.
• Align with key stakeholders to define customer reporting needs, including analytical and performance reports.
• Prepare operational inputs, improvement actions, and root-cause analyses for monthly and quarterly business reviews.
   

Operational Excellence & Issue Resolution

• Analyze current processes and recommend improvement measures to strengthen service quality and reduce cost.
• Act as the escalation point for non-commercial issues, communicating exceptions proactively to customers.
• Oversee proper handling of customer claims and monitor backlog orders to identify and resolve root causes.
• Ensure transport orders and shipment creation follow agreed business rules across handling teams.
• Generate and validate customer volume forecasts and coordinate execution with operational teams.
• Confirm that bookings with carriers and service providers are arranged in a timely and accurate manner.
• Support resolution of payment delays by coordinating with internal teams and relevant country offices.
• Work closely with Product and Key Account Managers to identify growth opportunities and expand wallet share.
   

Process Ownership & Continuous Improvement

• Serve as the regional single point of contact for operational visibility and solutions in line with account SOPs.
• Document corrective and preventive actions and share best practices with branches and other key account teams.
• Support the creation, maintenance, and training of SOPs and work instructions across involved branches.
• Assist in developing standardized dashboards and reporting tools, including KPI frameworks and performance views.
• Collaborate with internal teams to address data discrepancies impacting visibility and reporting accuracy.
• Resolve operational bottlenecks and process gaps by implementing both short-term fixes and long-term solutions.
• Partner with Key Account Managers and regional/global stakeholders to drive continuous service improvement and ensure high performance levels.

• Bachelor’s degree in Business, Logistics, Engineering, or a related field, or equivalent practical experience
• Minimum 5 years of experience in supply chain, freight forwarding, program management, or control tower environments, managing complex operational and commercial scenarios
• Strong understanding of end-to-end supply chain processes and operational workflows
• Self-driven and accountable, with the ability to manage responsibilities independently in a fast-paced environment
• Fluent in English, both written and verbal; additional languages relevant to the region are an asset
• Advanced analytical and problem-solving skills, with the ability to assess risks and identify opportunities quickly
• Strong proficiency in Microsoft Office, particularly Excel; experience with reporting tools or business intelligence platforms is an advantage
• Hands-on experience with transport management systems and related supply chain platforms
• Excellent communication and interpersonal skills, with the ability to build effective relationships across internal teams and external partners
• Proven ability to manage conflict, resolve issues, and navigate complex stakeholder environments
• Collaborative team player with a proactive approach to supporting regional and global teams