5-7 years of experience in account management or operations
Strong communication skills for effective interaction with customers and teams
Proficient in data analysis and reporting, particularly with spreadsheets
Experience with Cargo Wise system is advantageous
Ability to work independently and manage multiple projects
Excellent presentation skills to convey information clearly
Customer-focused mindset with a dedication to service excellence
Responsibilities
Support development and implementation of customer-specific operations
Expedite daily operational activities to ensure customer satisfaction
Maintain existing accounts by managing quotes, pickups, and billing inquiries
Lead special projects and develop strategies for market growth
Collaborate with regional stations to resolve issues and improve processes
Handle customer inquiries to enhance satisfaction and retention
Work closely with Sales and other departments for seamless shipment handling
Benefits
Competitive base salary with performance-based incentives
401(k) match of $1-for-$1 up to 4% quarterly plus 2% annual contribution
Opportunity to purchase company shares at a discounted rate
Comprehensive medical plans covering various healthcare needs
Optional vision and dental coverage for additional health support
Generous paid time off including holidays and vacation days
Full Job Description
Job Title: Key Account Operations Manager
Job Location: Romulus, Michigan
We have an exciting opportunity for a KEY ACCOUNT OPERATIONS MANAGER. In this role you will act as the first primary interface with our key customer, supporting all transport services. This position will be based in our DTW Station.
Key Responsibilities :
Supporting the development and implementation of dedicated customers in the region including maintaining SOPs, rates and customer profiles.
Expedites the daily activities of all operational functions ensuring customer satisfaction is successfully achieved and company policies adhered to with the goal of maximizing profitability for the company
Maintaining and providing support for all existing accounts with quoting, coordinating pickups, handling invoices and billing questions.
Responsible for development and implementation of special projects; identifies markets to be grown or maintained and develops appropriate business strategies
Liaising and interacting with stations within the region on issue resolution, process improvement, etc.
Handles incoming calls with the intent of providing customer satisfaction, retention, and/or extending contact to sell new or additional products and/or services
Collaborates closely with Sales, and other departments for smooth handling of shipments with continuous updates
Ensures documents are completed and updated in a timely and efficient manner and according to regulations and internal procedures
Uses knowledge of all digital product offerings and to identify customer needs in this area and set up the appropriate digital solution that meets those customer needs.
Consistent review of data integrity, analysis and troubleshooting issues between internal and customer systems
Coordinates and connects the internal resources to customize our products as needed and identify the experts within our DHL organization to present these solutions to customers
Develop and maintain a strong business partnership at all levels with external customer
Lead problem-solving efforts, conduct root cause analysis, and work with teams to develop and implement CAPAs as needed
Skills / Requirements :
Excellent communication skills - written, oral and presentation
Dedicated to and focusing upon servicing and supporting both internal and external customers is essential
Excellent analytical and numeric skills - spreadsheets and reporting
Excellent skills in preparing presentations
Experience in Cargo Wise system a plus
Excellent Data & Process analysis skills
Ability to support projects and work autonomously
Pay Range: $68,722.50 - $91,630.00+ (Based on Experience)
Benefits (All Non-Union Employees)
Compensation: Competitive base salary plus role dependent performance-based incentives.
401(k) Match: $1-for-$1 match up to 4% quarterly + 2% annual base contribution.
Stock Purchase Plan: Ability to purchase Deutsche Post AG shares at a discounted rate.
Medical: Comprehensive plans covering preventive care, inpatient/outpatient services, and prescriptions.
Vision: Optional coverage for exams, frames, and contacts.
Dental: Optional coverage for preventive, basic, and major services.
Paid Time Off: 7 major holidays, 8 floating holidays, and accrued vacation/sick days.
About DHL Group
DHL Group is a German multinational package delivery and supply chain management company. It is part of the larger Deutsche Post DHL Group. DHL operates in over 220 countries and territories worldwide, making it the most international company in the world. With a workforce exceeding 550,000 employees, DHL is one of the largest employers in the world.
