Key Account Operations Manager

Job Description

Title: Key Account Operations Manager - Freight Forwarding

Salary: $80,000-$100,000 basic + bonus + benefits

Location: Itasca, Illinois

We're recruiting a Key Account Operations Manager, responsible for managing and developing key customer relationships while ensuring consistent operational performance across their logistics activities.

This position combines hands-on operational oversight with strategic account development.

You'll be responsible for maintaining service standards, resolving operational challenges and working across the network to identify opportunities for customer growth and supply chain improvement.

Y our responsibilities will include:

Key Account Management

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• Manage relationships with key customers, acting as their primary point of contact.
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• Develop relationships across multiple levels of customer organizations.
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• Identify opportunities to expand existing accounts through the company's network and service capabilities.
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• Lead customer onboarding and implementation activities.
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• Maintain customer SOPs and ensure effective communication of rates and operational requirements.
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Operational Performance

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• Oversee day-to-day operational performance across assigned accounts.
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• Identify service gaps, operational risks and opportunities for improvement.
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• Coordinate internal teams to resolve customer challenges.
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• Monitor service delivery against agreed KPIs and SLAs.
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• Manage customer reporting requirements and lead regular business reviews.
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Commercial & Strategic Development

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• Identify upselling and account development opportunities.
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• Support contract negotiations, pricing discussions and rate optimization.
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• Develop account plans focused on customer satisfaction, retention and growth.
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• Work with internal teams to design tailored logistics solutions.
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• Analyze customer volumes and workflows to identify efficiencies and cost savings.
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• Evaluate opportunities for technology integration and process automation.
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Skills & experience:

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• Minimum 5 years' experience in key account management within freight forwarding.
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• Bachelor's degree in business, logistics, supply chain management or a related field.
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• Strong understanding of transportation, warehousing, distribution and supply chain operations.
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• Experience managing operational performance and customer relationships.
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• Commercial awareness, with the ability to identify account development opportunities.
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• Strong stakeholder management, communication and problem-solving skills.
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• Ability to work independently while coordinating across multiple internal teams.
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• Proficiency in Microsoft Office and relevant logistics software.
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Due to the large number of applications if you have not heard anything within 14 days then unfortunately you have been unsuccessful.