Operational Key Account Leader - Growth & Service

DHL Group; Detroit (MI); On-site; USD 130,000 - 170,000; Full time

Benefits offered by this job

Competitive base salary

401(k) Match

Stock Purchase Plan

Medical insurance

Vision insurance

Dental insurance

Paid time off

Job summary

DHL Group seeks an Operational Key Account Manager in Detroit, MI to lead and optimize service performance for top customers. You will manage daily execution, drive improvements, and coordinate across the network with a commercial mindset.

You’ll oversee RFP/RFQ activities, client reviews, and documentation, ensuring contractual, operational, and financial alignment. Strong communication, analytics, and freight knowledge are essential.

Qualifications

• Bachelor’s degree in Business, Supply Chain, Logistics, or related field.
• 5+ years in customer facing product experience, with advanced knowledge of operational tools, reporting systems, and improvement techniques.
• Results-driven and continuous improvement mindset.
• Cross-functional collaboration and influencing skills.
• Understanding of DHL operations and service delivery processes.
• Analytical skills for KPI and performance analysis.
• Strong communication and presentation capabilities.
• Proficient with Outlook Email, Excel, Word and PowerPoint; PowerBI is a plus.
• Strong understanding of freight forwarding, Ocean Freight preferred and the logistics Industry.
• Strong analytical and problem solving capabilities.
• Fluent in English communication (verbal & written).

Responsibilities

• Primary external and internal contact for key customers – quick, clear and effective communications.
• Understand customer service commitments – ensure clear documentation and delivery against them.
• Performance Management – understand how we are performing and why, and what actions are required.
• Continuous Improvement – identify and deliver improvements in customer experience and service efficiency.
• Escalation Point – point of escalation for customers and internal stakeholders for issues.
• Project Management – ensure delivery of improvement projects including customer integrations.
• Conduct and support customer Business Reviews - covering performance, issues, and improvements.
• Maintain documentation – operating procedures, service level agreements and performance records.
• Monitor compliance of our operations and services – ensure relevant regulations and standards are followed.
• Shipping Profile – monitor volumes and profitability - identify trends and coordinate resources to improve.
• Commercial acumen – understand the customer’s business, market dynamics, and financial drivers – and to support DGF’s long-term strategy.

Skills

Customer facing experience

Cross-functional collaboration

Analytical skills

Strong communication

PowerBI

Education

Bachelor’s degree in Business, Supply Chain, Logistics, or related field

Tools

PowerBI

Outlook/Excel/Word/PowerPoint

Job description

DHL Group seeks an Operational Key Account Manager in Detroit, MI to lead and optimize service performance for top customers. You will manage daily execution, drive improvements, and coordinate across the network with a commercial mindset.

You’ll oversee RFP/RFQ activities, client reviews, and documentation, ensuring contractual, operational, and financial alignment. Strong communication, analytics, and freight knowledge are essential.