Remote Key Account & Operations Manager

ICAT Logistics; Elkridge (MD); Remote; USD 101,000 - 119,000; Full time

Job summary

ICAT Logistics is seeking an Operational Key Account Manager to bridge operations and sales for key clients. You will monitor satisfaction, resolve issues, and help design SOPs to ensure timely, accurate project delivery.

The role emphasizes SME-level support, client relationship growth, and cross-functional collaboration across sales and operations. The position requires leadership of teams, experience in freight quoting, and strong MS Office skills.

Qualifications

• Bachelor’s degree or equivalent required.
• 7+ years' experience in logistics and/or freight forwarding operations and account management, Or equivalent education and experience.
• 2+ years of leading others
• 4+ years of freight quoting, pricing qualification or skill 1
• Customer service experience
• Intermediate skills with Microsoft Office products

Responsibilities

• As the SME, provide advanced knowledge to support end-to-end client needs.
• Develop and sustain solid relationships with key clients that bring in the most income for the company.
• Address and resolve key client complaints.
• Create training plans and perform training with the operations team on both customer and operations’ SOPs.
• Establish and maintain processes for measuring adherence to SOPs by staff.
• Manage staff, including training on SOP changes and new processes, monitoring productivity, and performance management.
• Oversee onboarding process for new customers and ensure information is complete.
• Collaborate with the sales team to maximize profit by up-selling or cross-selling.
• Compile reports on account progress, goals and forecasts for account team and stakeholders.
• Plan and present reports on account progress and quarterly initiatives.

Skills

Logistics experience

Freight quoting

Customer service

MS Office

Leadership

Education

Bachelor’s degree or equivalent

Job description

ICAT Logistics is seeking an Operational Key Account Manager to bridge operations and sales for key clients. You will monitor satisfaction, resolve issues, and help design SOPs to ensure timely, accurate project delivery.

The role emphasizes SME-level support, client relationship growth, and cross-functional collaboration across sales and operations. The position requires leadership of teams, experience in freight quoting, and strong MS Office skills.