Operational Account Manager Europe

205 - Hellmann Worldwide Logistics Germany GmbH & Co. KG; Villepinte; Sur place; EUR 65 000 - 90 000; Plein temps

Avantages offerts par ce poste

Team environment

Career development

Global exposure

Diversity & inclusion

Résumé du poste

Hellmann Worldwide Logistics is seeking an Operational Account Manager (OAM Specialist) to be the central point for service quality on key Air and Sea accounts. You will ensure on-time delivery, SLA adherence, and clear client communications, while coordinating with Operations and Product teams.

You will lead service reviews, drive continuous improvement, support QBRs with data-driven input, and act as the customer’s voice inside Hellmann, with occasional travel (10–25%).

Qualifications

• 7+ years of experience in international freight forwarding (Air & Sea).
• Bachelor's degree in Business, Logistics, or Supply Chain.
• Fluent English; additional French/Spanish/Chinese is a plus.
• Willingness to travel 10–25% for client meetings and projects.

Responsabilités

• Own service performance outcomes for assigned accounts (on-time delivery, SLA adherence, data quality).
• Lead regular service huddles and review performance dashboards.
• Act as the customer’s main contact during major service disruptions, coordinating with Operations.
• Drive continuous improvement with BPM colleagues.
• Prepare and support customer business reviews (QBRs) and provide data-driven input for upsell opportunities.
• Be the customer’s voice inside Hellmann.

Connaissances

Key account management

Service quality management

Data analysis

Stakeholder communication

Root-cause analysis

PowerBI

Excel

Travel coordination

Formation

Bachelor's degree in Business/Logistics/Supply Chain

Lean/CI certification

Outils

PowerBI

Excel

Shipment tracking tools

Description du poste

About Us

Ready to rock the future with us? At Hellmann we put our people at the heart of everything we do, because for us, relationship matters. Joining us does not just mean becoming part of a global company. It is an invitation to shape the future of the logistics industry together with us. Our Hellmann culture is based on our four values: Caring, Entrepreneurial, Forward-Thinking and Reliable. These values resonate with yours? Then become part of our FAMILY that consists of around 14.000 employees in more than 241 locations worldwide. For the better. Together.

OAM Specialist

About the Job As an Operational Account Manager, you'll be the central point of contact for operational service quality on our key Air & Sea customer accounts. You make sure commitments are kept, issues get resolved fast, and the customer always knows where things stand. In this role, you will:

• Own service performance outcomes (on-time delivery, SLA adherence, data quality) for your assigned accounts, and align Operations and Product teams around them
• Lead regular service huddles and review performance dashboards to catch risks early
• Act as the customer's main point of contact during major service disruptions, communicating impact, actions, and recovery outlook, while day-to-day execution stays with our Operations teams
• Drive continuous improvement, from recurring data issues to process redesign, working closely with our Business Process Management colleagues
• Prepare and support customer business reviews (QBRs) and provide Sales with data-driven input for upsell opportunities
• Be the customer's voice inside Hellmann, and Hellmann's voice to the customer

About You

• 7+ years of experience in international freight forwarding (Air and/or Sea), ideally with ownership of strategic key accounts - "Senior" Cross-product experience, e.g. Road, is a plus but not required; the role's core focus is Air & Sea
• Background in the Automotive industry a plus
• Experience building and rolling out standard operating procedures, and handling exceptions in day-to-day operations
• Strong analytical skills: you can turn raw data into a clear story and know what action comes next
• Familiarity with root-cause methods (e.g. 5-Whys, fishbone, PDCA) is a plus
• Excellent communication skills: calm, clear, and solution-focused, even in tough customer conversations
• Ability to influence and get results in a matrix organization without formal authority
• Confident with PowerBI, Excel, and ideally shipment visibility/tracking tools
• Bachelor's degree (Business, Logistics, Supply Chain) or equivalent experience; Lean/CI certification a plus
• Fluent English required, plus fluency in at least one of French, Spanish, or Chinese
• Willingness to travel occasionally (approx. 10-25%) for customer meetings and project work

Our Benefits

• A strong team spirit and a lot of fun working together
• A safe, multicultural, and inclusive environment
• Individual opportunities for growth and development
• A pleasant and supportive working atmosphere
• Coffee, tea, and fruit in the office
• Inclusion and social diversity are firmly anchored values in our corporate culture. Regardless of gender, age, any disabilities, religion, ethnic origin or sexual identity: We are looking forward to meeting you!

We are a family business for over 150 years. All these years we have relied on our exceptional people in the global Hellmann FAMILY and their unmatched passion and energy to serve our customers. Our company culture, the Hellmann Promise, is the essence of who we are, driving us to achieve greatness and fostering a sense of belonging that empowers you to thrive! Our Promise does not only include a mission, our values and leadership principles, but also our vision "For the better. Together." It manifests our unique Hellmann culture as the foundation for all our actions and decisions. You will find a diverse and inclusive culture, where you are embraced and respected for who you are. We want you to feel valued, supported, and inspired.