Operations Key Account Manager (OKAM) - Customs Brokerage

Summary:

The Operations Key Account Manager (OKAM) is responsible for directing the import and/or export operations of his/her accounts within the various departments and branches that handle the assigned accounts. This includes overseeing a compliant, productive and profitable operation as it relates to his/her accounts. The Operations Key Account Manager is responsible for managing the relationships with existing assigned customers including: account retention, contract compliance, quality, metric performance review and increased business opportunities.

Job Duties:  

• Monitors team productivity and assigns accounts and tasks to department personnel.
• Establishes new accounts, based upon review of POA’s and completed client information sheets, etc.
• Initiates and handles new client start up processes
• Trains individuals within teams to take responsibility of new client accounts.
• Maintains customer relationships
• Reviews daily reports to eliminate potential errors
• Resolves problems, troubleshoots
• Reviews and addresses accounting discrepancies
• Manages employees including interviewing, hiring, training, evaluation, and coaching
• Ensures assigned work group members have recorded time and attendance
• Oversees on-site technologies
• Offers support to other stations as needed
• Attends industry related seminars, conferences, etc.
• Attends periodic business review meetings
• Conducts regular communications with assigned customers
• Leads and attends periodic business review meetings
• Addresses all customer issues, concerns and requests using a strategic direction which includes a detailed communication strategy that engages Senior Management with assigned customers
• Assists with the annual growth of the assigned accounts and securing new business
• Assists in the design of contracts including scope of work development, assumption justification, operational plan development, route development and pricing for new business
• Serves as a resource to resolve customer needs including, but  not  limited  to, transportation, shipping, rates for additional services and contract interpretation
• Establishes and maintains goals based on Key Performance Indicators (KPI) as prescribed in the client contract
• Ensures completion of account reviews
• Records all commercial activities in CRM
• Other duties as required and assigned

Requirements:

• Bachelor’s degree from a 4 year college or university
• Minimum  4  to  7  years  related  experience  and/or  training  or  an  equivalent combination of education and training
• Must  be  PC  literate  and  proficient  with  Microsoft  Word,  Excel,  Outlook  and PowerPoint
• Must be a licensed broker or proven strong operational experience in brokerage
• Ability to write reports, business correspondence, and procedure manuals
• Ability to effectively present information and respond to questions from groups of managers, customers, and co-workers
• Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists
• Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form

Environment:

While performing the duties of this job, the employee is regularly required to use hands to finger, handle, or feel. The employee frequently is required to sit, reach with hands and arms, and talk or hear. The employee is required to stand; walk; and stoop, kneel, crouch, or crawl. The employee must occasionally lift and/or move up to 25 pounds. The employee is regularly exposed to ambient lighting and temperate climate conditions.