Strategic Key Account Growth & Ops Lead

DHL

Newark (NJ)

On-site

Confidential

Full time

4 days ago

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Benefits offered by this job

Competitive base salary + incentives

401(k) match

Stock Purchase Plan

Medical coverage

Vision coverage

Dental coverage

Paid time off

Job summary

DHL Global Forwarding Newark, NJ is seeking an Operational Key Account Manager to lead regional key customer relationships, drive service performance, and coordinate cross-functional teams for ongoing improvements and growth. The role combines operations leadership with commercial responsibility, including RFP/RFQ activities and contractual implementation.

Ideal candidates bring 5+ years in customer-facing roles, strong analytical skills, and fluency in English.

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.