Key Account Operations Lead — Growth & Solutions

DHL Global Forwarding; Detroit (MI); On-site; USD 69,000 - 92,000; Full time

Benefits offered by this job

401(k) Match

Stock Purchase Plan

Medical Insurance

Vision Insurance

Dental Insurance

Paid Time Off

Job summary

DHL Global Forwarding in Romulus, Michigan is seeking a Key Account Operations Manager to serve as the primary interface with our key customer, supporting all transport services from the DTW Station.

In this role you will lead the development and execution of operational processes, maintain SOPs and customer profiles, coordinate with sales and stations regionally, and drive process improvements to maximize profitability while ensuring regulatory compliance.

Qualifications

• Excellent communication skills—written, oral and presentation.
• Dedicated to servicing and supporting both internal and external customers.
• Excellent analytical and numeric skills; spreadsheets and reporting.
• Excellent skills in preparing presentations.
• Experience in CargoWise system is a plus.
• Excellent Data & Process analysis skills.
• Ability to support projects and work autonomously.

Responsibilities

• Support development and implementation of dedicated customers in the region, including maintaining SOPs, rates and customer profiles.
• Expedites the daily activities of all operational functions ensuring customer satisfaction is successfully achieved and company policies adhered to with the goal of maximizing profitability for the company
• Maintaining and providing support for all existing accounts with quoting, coordinating pickups, handling invoices and billing questions.
• Responsible for development and implementation of special projects; identifies markets to be grown or maintained and develops appropriate business strategies
• Liaising and interacting with stations within the region on issue resolution, process improvement, etc.
• Handles incoming calls with the intent of providing customer satisfaction, retention, and/or extending contact to sell new or additional products and/or services
• Collaborates closely with Sales, and other departments for smooth handling of shipments with continuous updates
• Ensures documents are completed and updated in a timely and efficient manner and according to regulations and internal procedures
• Uses knowledge of all digital product offerings and to identify customer needs in this area and set up the appropriate digital solution that meets those customer needs.
• Consistent review of data integrity, analysis and troubleshooting issues between internal and customer systems
• Coordinates and connects the internal resources to customize our products as needed and identify the experts within our DHL organization to present these solutions to customers
• Develop and maintain a strong business partnership at all levels with external customer
• Lead problem-solving efforts, conduct root cause analysis, and work with teams to develop and implement CAPAs as needed

Skills

Communication

Customer service

Analytical skills

Presentations

Data analysis

Autonomy

Tools

CargoWise

Job description

DHL Global Forwarding in Romulus, Michigan is seeking a Key Account Operations Manager to serve as the primary interface with our key customer, supporting all transport services from the DTW Station.

In this role you will lead the development and execution of operational processes, maintain SOPs and customer profiles, coordinate with sales and stations regionally, and drive process improvements to maximize profitability while ensuring regulatory compliance.