Strategic Key Account Operations Manager

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

Benefits offered by this job

401(k) Match

Stock Purchase Plan

Medical

Vision

Dental

Paid Time Off

Job summary

DHL Global Forwarding in Detroit, MI seeks an Operational Key Account Manager to lead strategic and operational activities for key customers, coordinating cross-functional teams to ensure service excellence. You will drive improvements, manage RFP/RFQ processes, and align operational and commercial plans with client goals.

The role requires deep logistics expertise, strong communication, and the ability to deliver continuous value to Colgate and other major accounts.

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.
• 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

Account management

KPI analysis

Cross-functional collaboration

Communication & presentation

Education

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

Tools

Outlook

Excel

Word

PowerPoint

PowerBI

Job description

DHL Global Forwarding in Detroit, MI seeks an Operational Key Account Manager to lead strategic and operational activities for key customers, coordinating cross-functional teams to ensure service excellence. You will drive improvements, manage RFP/RFQ processes, and align operational and commercial plans with client goals.

The role requires deep logistics expertise, strong communication, and the ability to deliver continuous value to Colgate and other major accounts.