Operations Key Account Manager - ACM

SCHENKER (ASIA PACIFIC) PTE LTD; Singapore; On-site; SGD 60,000 - 80,000; Full time

Job summary

A logistics company in Singapore is seeking a professional responsible for customer engagement and support across business processes. The role involves coordinating with various countries, managing regional performance, and leading new product launches. The ideal candidate should have experience in performance management and possess strong analytical skills to identify cost-saving initiatives and enhance customer satisfaction.

Responsibilities

• Engage, front and support customers in business/process issues and queries.
• Function as the control tower to coordinate and collaborate with the countries.
• Support, administer, and monitor processes with business key performance indicators.
• Responsible for regional performance management and monitoring KPIs.
• Lead and coordinate new product launches and process improvement activities.
• Responsible for contingency planning, risk mitigation, and change management.
• Identify cost savings and process initiatives for customer benefit.
• Collaborate with assigned KAM to support annual account strategy plans.
• Support in pricing requests to ensure timely response to customers.
• Analyze reports to inform risk and growth opportunities for informed decisions.
• Provide optimal service and product quality to reduce customer defection.
• Maintain an overview of account status and facilitate sharing of knowledge.

Job description

Responsibilities

• Engage, front and support customers in business/process issues and queries for pre-sales, existing and post-sales accounts to ensure customer requirements can be met within scope of Schenker’s capacity
• Function as the control tower to coordinate and collaborate with the countries to execute the requirements of the customer
• Support, administer and monitor processes through development of business key performance indicators with customer to ensure continuity in relations and processes
• Responsible for regional performance management and monitor each country’s KPIs and ensure that they consistently perform within the target
• Responsible for leading and coordinating new product launches (NPIs), developing and implementing solutions, process improvement activities and implementing new businesses to contribute to project success and business growth
• Responsible for contingency planning, risk mitigation process and change management in coordination and collaboration with respective internal subject matter experts in this area
• Proactively identify cost savings and process initiatives that would derive benefit for the customer
• Collaborate with assigned KAM to support/execute annual account strategy plans to jointly contribute in the development of the account(s)
• Support in pricing requests/queries (where applicable) to ensure timely response to customer and increase customer satisfaction
• Analyze reports to inform risk/growth opportunities for internal and external parties to enable them to adjust activities and make informed decisions
• Provide and practice optimal service and product quality to customers and processes to reduce customer defection and ensure sustainability of accounts
• Develop and/or maintain an overview of account status and report as required and facilitate sharing of know-how about key accounts/programs with the rest of the organizational units involved
• Coordinate, execute and maintain administrative processes and systems to ensure effective and efficient processes, techniques and systems