Operational Key Account Manager

DHL; Newark (NJ); On-site; USD 106,000 - 141,000; Full time

Benefits offered by this job

401(k) Match

Stock Purchase Plan

Medical coverage

Vision coverage

Dental coverage

Paid Time Off

Job summary

DHL Global Forwarding (DGF) in Newark, New Jersey seeks an experienced Operational Key Account Manager to own and enhance service performance for top customers. You will be the primary contact for clients, coordinating cross-functional teams to meet commitments and drive value.

This role includes commercial duties, leading RFP/RFQ activities, developing action plans, forecasting growth, and implementing contractual requirements.

Qualifications

• Bachelor’s degree in Business, Supply Chain, Logistics, or related field.
• 5+ years in customer facing product experience with operational tools and reporting systems.
• Results-driven with continuous improvement mindset.
• Cross-functional collaboration and influencing skills.
• Understanding of DHL operations and service delivery.
• Analytical KPI and performance analysis.
• Strong communication and presentation capabilities.
• Proficiency with Outlook, Excel, Word, and PowerPoint; PowerBI is a plus.
• 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 experience

Communication

Cross-functional collaboration

Project management

Analytical capabilities

Education

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

Tools

Outlook

Excel

Word

PowerPoint

PowerBI

Job description

Job Title

Operational Key Account Manager

Location: Newark, New Jersey

Role Summary

DHL Global Forwarding (DGF) is a global leader in air, ocean, and customs brokerage services, connecting businesses to markets worldwide. With a strong focus on digitalization, customer-centric solutions, and compliance excellence, we are transforming how global trade flows.

The Operational Key Account Manager (OKAM) is responsible for managing and continuously improving service performance and customer experience for selected key customers across the region. This role provides strategic and operational leadership to ensure DGF delivers on its customer promise by effectively coordinating people, processes, and systems across the network. The OKAM additionally assumes commercial responsibilities, including developing action plans and forecasts to drive growth, identifying opportunities to expand business within the account, and leading all RFP/RFQ activities- from rate gathering and negotiation to submission, pre-briefing, and debriefing. The role also ensures successful implementation of all contractual, operational, and financial requirements resulting from awards. As the operational owner of the regional customer relationship, the OKAM oversees daily execution, monitors performance, and drives improvement initiatives. Acting as an Operational Excellence ambassador, they conduct regular Gemba walks to identify process gaps, implement corrective actions, and embed best practices. The CPM collaborates closely with the global account team, leads corrective and strategic improvement projects, and supports other Operational Account Managers by sharing expertise and providing coverage where needed. Through strong governance, proactive issue resolution, and a commercial mindset, the OKAM strengthens customer satisfaction and positions DGF as the provider of choice for key customers.

What You’ll Do

• 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.

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).

Pay Range

$105,843.75 - $141,125.00+ (Based on Experience)

Benefits (All Non-Union Employees)

• Compensation: Competitive base salary plus role dependent performance-based incentives.
• 401(k) Match: $1-for-$1 match up to 4% quarterly + 2% annual base contribution.
• Stock Purchase Plan: Ability to purchase Deutsche Post AG shares at a discounted rate.
• Medical: Comprehensive plans covering preventive care, inpatient/outpatient services, and prescriptions.
• Vision: Optional coverage for exams, frames, and contacts.
• Dental: Optional coverage for preventive, basic, and major services.
• Paid Time Off: 7 major holidays, 8 floating holidays, and accrued vacation/sick days.

Why Join DHL Global Forwarding?

At DHL Global Forwarding, we invest in our employees’ growth, providing training, guidance, and career advancement opportunities. We believe in building careers, not just jobs, and empowering our team to develop skills and achieve long-term success.

Be part of DHL Group, the world’s leading logistics provider, operating in 220+ countries. DHL Global Forwarding (DGF) is a global leader in air and ocean freight, 30,000+ employees ensuring seamless transport and supply chain solutions. Explore careers with us: DHL Careers.

Equal Opportunity Employer

DHL Global Forwarding is committed to equal employment opportunities, evaluating all qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or other legally protected characteristics.

Work Authorization

Applicants must be legally authorized to work in the United States. Visa sponsorship is not available for this role.