Global Operational Key Account Manager

Join Kuehne+Nagel as Global Operational Key Account Manager based in Singapore! We are looking for a dynamic team player who would be able to manage customer expectations, manage stakeholders and understand Operational Key Account Management.

Your Role

The Operational Key Account Manager is responsible for maintaining and expanding relationships with strategically important customers. This role requires a dynamic and customer-centric individual who can manage the operational aspects of key accounts, ensuring high levels of customer satisfaction that ultimately lead to retention and growth. The successful candidate will work closely with various internal teams to deliver seamless service and solutions tailored to client needs.

Your Responsibilities

CustomerFacing:

• Serve as the main point of contact for assigned key accounts, ensuring client needs are met efficiently
• Establish and maintain strong, long-lasting relationship with customer through regular communication, meetings and feedback session. Regularly engage to better understand customer requirements, establish trust and serve as escalation contact
• Clarify, negotiate if needed and formalize operational requirements with the customer
• Increase customer satisfaction and loyalty through design and implementation of customer-specific solutions
• Identify cost improvement opportunities, building on existing operational capabilities and client relationships; engage
• KN and customer resources to achieve cost savings
• Facilitate new business by acting as a subject matter expert on KN service offerings and operational capabilities
• Proactively work with customer and KN sales and operational staff in facilitating corrective actions when required
• Serve as a facilitator or single point of contact for implementation of new business, joint projects or any other customer requests not directly related to immediate day-to-day operations
• Execute specific customer defined analytical functions in support of export and import activities and regulatory requirements
• Manage escalations within your respective BU, incl. Claims handling escalations

KPI Management and Continuous Improvement

• Negotiate and formalize customer Key Performance Indicators in cooperation with GKAM, Network KAM and Business Field Management.
• Facilitate development of reports for KPI measurements and monitoring of operational performance – share data with customer at agreed cadence.
• Regularly analyze root causes of non-performance and drive internal operational improvements with local and regional operational management
• Identify and drive CI opportunities – in concert with Business Units

Business Reviews

• Develop and present data related to KPI performance, projects and any other relevant operational matters during customers Business Reviews on country / global level as required; assist GKAM/Network KAM in preparation of Business
• Review presentations
• Stay informed about industry trends, competitive landscape, and customer developments to proactively address potential opportunities and risks

Skills:

• Excellent communication, negotiation, and interpersonal skills.
• Strong organizational and multitasking abilities.
• Analytical mindset with the ability to interpret and act on data.
• Proficiency in CRM software and MS Office Suite.

Attributes:

• Customer-focused with a proactive approach to solving problems.
• Ability to work independently and as part of a team.
• Detail-oriented with a strategic mindset.

Requirements:

• Must be able to manage internal resources through influence, leadership and building lasting trust
• Must be analytical, ambitious and confident in undertaking wide-ranging internal and external improvement initiatives
• Must have in-depth knowledge of forwarder logistics import and export operations, including systems and processes as related to security protocols
• Must be able to drive customer compliance through effective communication of international trade regulations
• Must have experience in dealing with multi-national and multi-business unit organizations
• Must have experience in customer relationship management and communications
• Must have in-depth knowledge and skills in on-boarding new business through executing effective implementation best practices

Your Skills and Experiences

• At least 5 years freight forwarding or transportation experience
• College Degree in Logistics, management or related fields
• Proficiency in Excel, Power Point, Word Doc
• Proficient in English and Mandarin is preferred
• Able to travel