Operations Key Account Manager

Job area: Account Management

DSV – Global Transport and Logistics

DSV encourages inclusivity and is committed to diversity in the workplace while welcoming applications from all qualified individuals including women, members of visible minorities, aboriginal persons, and persons with disabilities. Our goal is to provide an inclusive environment for all to succeed. We work with candidates with disabilities throughout the recruitment process to ensure that they have what they need to be at their best. Please reach out to Human Resources should you require accommodation during the recruitment process.

Location: CAN - Rocky View County, High Plains Trail
Job Posting Title: Key Account Manager
Time Type: Full Time

Job Summary:

This is a full-time on-site role for an Operations Key Account Manager at our Rocky View, AB location. You will support the Director, Customer Support by leading one of the biggest key accounts to the success of the business and will be responsible for the day-to-day support and success of our client. You will act as a liaison between the client and internal DSV stakeholders for the East Region operations.

Job Duties:

Client Relations

1. Serve as the lead point of contact for all customer account management matters and warehouse operations.
2. Build a long-term relationship of trust with the customers in your portfolio and learn about their operations.
3. Address any concerns or issues a client may have and work with leadership to resolve them.
4. Assist with challenging client requests or issue escalations as needed.
5. Forecast and track key account metrics (e.g., quarterly sales results and annual forecasts).
6. Monitor Customer Satisfaction, draw up action plans, and coordinate with the operations team to complete them.

Project Management

1. Work with the Operations Leadership Team to establish projects which support the growth of our business.
2. Establish project plans, tasks, resources, and ownership to ensure timelines are met.
3. Manage internal and external projects which may extend to suppliers and clients.
4. Proactively work to remove project obstacles, identify and manage issue escalations, and provide support to teams balancing competing priorities.
5. Partner with Continuous Improvement Leader to drive improvement projects through operations.
6. Review and optimize Warehousing Processes.

Reporting

1. Interpret, monitor, and analyze data and metrics to create various reports and queries.
2. Create KPI dashboards to measure effectiveness and success of our deliverables.
3. Clearly communicate the progress of monthly initiatives to internal and external stakeholders.
4. Ability to understand, interpret, and create cost modeling and yearly budgets.
5. Negotiate contract renewals and pricing strategy in collaboration with other stakeholders.

Computer Skills

1. Expert in MS Excel, VBA, and Macros.
2. Advanced skills in PowerPoint.
3. Working knowledge of PowerBI, PowerApps, and SQL is considered an asset.

Communication Skills

1. Proven work experience as an Account Manager, project manager, or customer support.
2. Demonstrable ability to communicate, present, and influence key stakeholders at all levels of an organization, including executive and C-level.
3. Advanced customer service skills to remain personable with clients to build relationships and establish yourself as a reliable source for the client to turn to with any questions or concerns.
4. Team building and collaboration abilities when working with other departments to develop strategies that benefit clients.

Minimum Education and/or Experience:

1. 4+ years’ experience in customer support role.
2. 3+ years’ experience in project management or Warehousing Operations, 3PL.
3. Master’s degree in business administration, sales, or engineering.
4. Excellent listening, negotiation, and presentation abilities.

At DSV, we keep supply chains flowing in a world of change. We provide and manage supply chain solutions for thousands of companies every day – from the small family-run business to the large global corporation. Our reach is global, yet our presence is local and close to our customers. Approximately 75,000 employees in over 80 countries work passionately to deliver great customer experiences and high-quality services. We aspire to lead the way towards a more sustainable future for our industry and are committed to trading on nature’s terms.

DSV is a dynamic organization that fosters inclusivity and diversity. We conduct our business with integrity, respecting different cultures and the dignity and rights of individuals.