Operational Key Account Manager - North America

Your Benefits
Continuous Training
Sharpen your skills and advance your expertise with our professional development programs.

Great Team
It’s truly the people that make the difference — and with us you’ll join the best team around.

Flat Hierarchies
Get straight through to the decision-makers with our streamlined organizational structure.

Room for Innovation
Turn your ideas into action in an environment that champions creativity and empowers you to lead change.

Events
From team outings to holiday parties and networking events, we build strong connections by spending quality time together.

Quick Decision Processes
Make things happen faster with streamlined processes that promote efficiency and effectiveness.

Job Description
What you can expect
Account Implementation & Coordination

• Partner with the Regional Key Account Manager and Global Integration teams to support smooth onboarding of new key accounts.
• Coordinate with cross-functional stakeholders to ensure operational readiness during implementation.
• Maintain clear shipment visibility, including monitoring status accuracy and ensuring data integrity across systems.
• Manage customer-specific business rules and ensure operational teams follow agreed processes.
  
  
  

Performance Management & Reporting

• Track and review operational KPIs, customer-specific metrics, and performance versus awarded volumes.
• Maintain accurate customer data, including partners, contacts, and escalation matrices.
• Align with key stakeholders to define customer reporting needs, including analytical and performance reports.
• Prepare operational inputs, improvement actions, and root-cause analyses for monthly and quarterly business reviews.
  
  
  

Operational Excellence & Issue Resolution

• Analyze current processes and recommend improvement measures to strengthen service quality and reduce cost.
• Act as the escalation point for non-commercial issues, communicating exceptions proactively to customers.
• Oversee proper handling of customer claims and monitor backlog orders to identify and resolve root causes.
• Ensure transport orders and shipment creation follow agreed business rules across handling teams.
• Generate and validate customer volume forecasts and coordinate execution with operational teams.
• Confirm that bookings with carriers and service providers are arranged in a timely and accurate manner.
• Support resolution of payment delays by coordinating with internal teams and relevant country offices.
• Work closely with Product and Key Account Managers to identify growth opportunities and expand wallet share.
  
  
  

Process Ownership & Continuous Improvement

• Serve as the regional single point of contact for operational visibility and solutions in line with account SOPs.
• Document corrective and preventive actions and share best practices with branches and other key account teams.
• Support the creation, maintenance, and training of SOPs and work instructions across involved branches.
• Assist in developing standardized dashboards and reporting tools, including KPI frameworks and performance views.
• Collaborate with internal teams to address data discrepancies impacting visibility and reporting accuracy.
• Resolve operational bottlenecks and process gaps by implementing both short-term fixes and long-term solutions.
• Partner with Key Account Managers and regional/global stakeholders to drive continuous service improvement and ensure high performance levels.
  
  
  

What you bring

• Bachelor’s degree in Business, Logistics, Engineering, or a related field, or equivalent practical experience
• Minimum 5 years of experience in supply chain, freight forwarding, program management, or control tower environments, managing complex operational and commercial scenarios
• Strong understanding of end-to-end supply chain processes and operational workflows
• Self-driven and accountable, with the ability to manage responsibilities independently in a fast-paced environment
• Fluent in English, both written and verbal; additional languages relevant to the region are an asset
• Advanced analytical and problem-solving skills, with the ability to assess risks and identify opportunities quickly
• Strong proficiency in Microsoft Office, particularly Excel; experience with reporting tools or business intelligence platforms is an advantage
• Hands-on experience with transport management systems and related supply chain platforms
• Excellent communication and interpersonal skills, with the ability to build effective relationships across internal teams and external partners
• Proven ability to manage conflict, resolve issues, and navigate complex stakeholder environments
• Collaborative team player with a proactive approach to supporting regional and global teams