Operational Key Account Manager (OKAM)

Description: To facilitate the interaction between operations and sales to ensure client needs are met 100% of the time. The Operational Key Account Manager will act as the main point of contact between key clients and operations. The OKAM will monitor client satisfaction through follow-up, solve client problems and issues, and will work with the Operations team to develop and implement comprehensive operating procedures that ensure the accuracy, timeliness and completeness of all projects. Essential Duties and Responsibilities Sales & Client Support As the Subject matter expert (SME) have advanced knowledge to support end to end client needs Develop and sustain solid relationships with key clients that bring in the most income for the company Address and resolve key client complaints Create training plans and perform training with the operations team on both customer and operations’ SOPs Establish and maintain appropriate processes for measuring and monitoring adherence to the SOPs by staff Manage staff, including training on SOP changes and new processes, monitoring productivity, handling performance management and disciplinary issues that may arise Implementation of customer onboarding process, ensuring that customers feel welcomed, the account is set up correctly and OPS team has all required information Oversee the first shipments for new customers to ensure continuous business Work with the Operations leadership to create and implement Operational SOPs to match the demands of the clients’ SOPs Ensure a smooth operational process by building strong customer/partner relationships to understand customer needs and ensure that expectations are fully understood and fulfilled Expand the relationships with existing customers by continuously proposing solutions that meet their objectives Compile reports on account progress, goals and forecasts for account team and stakeholders Collaborate with the sales team to maximize profit by up-selling or cross-selling Plan and present reports on account progress, goals and quarterly initiative to share with the team, stakeholders and for possible future use of case studies or company training Meet all client needs and deliverables according to proposed timelines Respond to or delegate non-sales client inquiries (outside of general tracking, quotes). Identify resource efficiencies (i.e., client email groups/distribution groups and compiling relevant marketing assets for BD efforts) Track key account news (i.e., alerts) to identify engagement and/or growth opportunities Work across departments to generate metrics and reports for key accounts as needed Identify potential opportunities and work with the sales team Provide support to sales team and/or Account Management team as needed Pricing & Operations Support Collaborate with the Operation team to deliver transportation and/or warehouse solutions to our clients. Assist in preparing RFPs, RFQs, RFIs, and client presentations Prepare and follow up on quotes for key clients to secure the opportunity Conduct project-based tasks such as research and data assembly through interdepartmental collaboration Support the development of SOPs for key clients Recommend and implement process improvements to drive profitability and efficiency Assist in shipment origination or warehouse fulfillment, as needed Continually look to implement better processes, procedures and/or automation Communicate any change orders from client to operations and inquire if new routing and or pricing is needed based on the new information Other duties as assigned Requirements: Qualifications & Skill Requirements Bachelor’s degree or equivalent required 7+ years' experience in logistics and/or freight forwarding operations and account management, Or equivalent education and experience 2+ years of leading others 4+ years of freight quoting, pricing Qualification or skill 1 Customer service experience Intermediate skills with Microsoft Office products Key Competen…

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