Key Account I-Houston

Ideal Candidate: The Key Account I is responsible for supporting a designated key customer account by coordinating daily packaging and crating projects, ensuring accurate documentation, and maintaining customer satisfaction through exceptional communication and service. This position serves as the primary liaison between the customer and internal departments to ensure jobs are completed safely, efficiently, and in compliance with DGM’s standards and applicable hazardous materials regulations.

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Serve as the primary point of contact for assigned key customer accounts, ensuring timely communication, accurate updates, and exceptional service.
• Coordinate daily work orders and packaging projects, ensuring proper materials, documentation, and labeling for hazardous materials compliance.
• Prepare, review, and maintain all required shipping and compliance documentation (TSA, IATA, IMDG, DOT), including bills of lading, packing lists, and commercial invoices.
• Communicate effectively with customers, vendors, and internal teams through email, phone, and in-person interactions to ensure clear coordination and job completion.
• Monitor project timelines and proactively identify and resolve delays or issues, keeping customers and management informed.
• Maintain organized records of shipments, materials, and customer correspondence within internal tracking systems (C2C or equivalent) and ensure all data entry is current and precise.
• Support warehouse operations to ensure proper handling, marking, and securing of packages and crates according to DGM standards and regulatory requirements.
• Assist with inventory control, job breakdowns, and adherence to work instructions and standard operating procedures (SOPs).
• Participate in safety and compliance initiatives to maintain a secure and regulatory-compliant work environment.
• Provide cross-functional support and assist other coordinators or departments as needed to ensure operational efficiency.
• Perform other related duties as assigned.

QUALIFICIATIONS AND EDUCATION REQUIREMENTS

• 1–2 years of experience in customer service, account coordination, operations, logistics, or administrative support within a service-driven environment.
• Experience within custom packaging, crating, logistics, transportation, or regulated/hazardous materials environments preferred.
• High school diploma or GED (accredited) required; associate degree in business, logistics, supply chain, or a related field preferred.
• Proficiency in Microsoft Office (Outlook, Word, Excel) required.
• Experience performing data entry and maintaining accurate records in an operational or customer-facing system; C2C, BC, or similar systems preferred.
• Basic understanding of or exposure to regulated shipping or compliance environments, including IATA, IMDG, DOT, or TSA guidelines preferred.
• Ability and willingness to successfully complete IATA and IMDG training within 90 days of hire.
• Demonstrated ability to manage multiple tasks, meet deadlines, and adjust to changing priorities in a fast-paced operational setting.

KNOWLEDGE SKILLS AND ABILITIES

• Working knowledge of customer account coordination within an operations or service-driven environment.
• Ability to organize and maintain multiple workstreams while meeting service expectations and operational deadlines.
• Strong business communication capability, including clear, professional verbal exchanges and well-structured written correspondence.
• Ability to interpret documentation and instructions to support compliance with internal procedures and regulatory requirements.
• Demonstrated attention to process flow, recognizing how individual tasks impact downstream operations and customer outcomes.
• Ability to identify issues, ask appropriate questions, and escalate concerns in a timely manner.
• Strong collaboration skills, supporting teamwork across operations, warehouse, and customer-facing functions.
• Capacity to maintain accuracy and professionalism when managing competing priorities or time-sensitive requests.
• Willingness and ability to learn and apply new systems, procedures, and regulatory requirements as part of ongoing development.

DIRECT REPORTS

• This position has no direct reports.

WORK ENVIRONMENT AND SAFETY EXPECTATIONS

• Work is performed within a warehouse-based office and operational environment, with regular use of computers, phones, and standard office equipment.
• Position requires routine interaction with warehouse, packaging, and staging areas to support hazardous materials packaging, labeling, and shipment coordination.
• Must comply with all company safety policies, job breakdowns, work instructions, SOPs, and applicable regulatory requirements, including TSA, IATA, IMDG, and DOT standards.
• Required to maintain organized, professional, and hazard-free workspaces, including both office and operational support areas.
• Must follow all safety signage, access controls, and hazard-communication requirements when entering warehouse or packaging areas.
• Required to wear appropriate Personal Protective Equipment (PPE) when in operational areas, including safety footwear, high-visibility apparel, eye protection, gloves, or hearing protection, as applicable.
• Expected to identify, report, and escalate safety concerns, incidents, or near-misses to supervision or the QHSE department promptly.
• Work may involve exposure to noise, moving equipment, packaging materials, and regulated hazardous goods, requiring heightened situational awareness at all times.
• Expected to support and participate in safety and compliance initiatives, audits, and training to maintain a secure and regulatory-compliant environment.

PHYSICAL REQUIREMENTS

• Ability to sit for extended periods while working at a computer workstation.
• Ability to use hands and fingers for data entry, document handling, and operation of office equipment.
• Ability to read, review, and interpret detailed shipping, regulatory, and compliance documentation in both electronic and paper formats.
• Ability to communicate verbally and in writing to exchange information accurately and professionally.
• Ability to stand, walk, bend, and move throughout warehouse, packaging, staging, and dock areas as needed to support operations.
• Ability to lift and carry up to 25 pounds occasionally, such as documentation binders, packaging materials, or job-related items.
• Ability to safely navigate aisles, docks, workstations, and uneven surfaces while maintaining awareness of moving equipment.
• Visual and auditory ability sufficient to perform job duties safely and accurately, with or without reasonable accommodation.
• Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the position.

WORK SCHEDULE

• Standard schedule is Monday through Friday, 8:00 a.m. to 5:00 p.m., with flexibility for occasional Saturdays, overtime, or adjusted hours as needed to meet operational demands.

Additional Notes

The responsibilities listed above describe the general nature and level of work performed by employees in this role. They are not intended to be an exhaustive list of all duties, responsibilities, and qualifications required.

Equal Opportunity Employer

DGM Services, Inc. is an equal opportunity employer. We provide employment opportunities without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or any other status protected by applicable law