Strategic Key Account & Operations Manager

DHL Global Forwarding

Seattle (WA)

On-site

USD 102,000 - 135,000

Full time

4 days ago

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Benefits offered by this job

Competitive base salary

401(k) Match

Stock Purchase Plan

Medical

Vision

Dental

Paid Time Off

Job summary

DHL Global Forwarding is seeking an Operational Key Account Manager to lead regional key customers, drive service performance and customer experience, and coordinate cross-functional teams for strategic initiatives. You will also oversee commercial activities for the Colgate account, including RFP/RFQ processes, forecasting, and growth opportunities.

The role requires a strong background in freight forwarding, customer-facing roles, and analytical capabilities.

Qualifications

Bachelor's degree in Business, Supply Chain, Logistics, or related field.
5+ years in customer facing product experience with operational tools, reporting systems, and improvement techniques.
Results-driven mindset with continuous improvement focus.
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 Office tools; PowerBI is a plus.
Knowledge of freight forwarding and logistics industry.
Fluent in English (verbal & written).

Responsibilities

Primary external and internal contact for key customers with clear communications.
Ensure documentation and delivery against customer service commitments.
Monitor and understand performance and required actions.
Identify and deliver improvements in customer experience and service efficiency.
Serve as escalation point for customers and stakeholders.
Manage projects to deliver improvements including customer integrations.
Lead and support customer business reviews and performance discussions.
Maintain operating procedures, SLAs and performance records.
Monitor compliance with regulations and standards.
Analyze volumes and profitability to identify trends and resource needs.
Apply commercial insight to support long-term strategy.