The Network Operational Key Account Manager is responsible for maintaining and expanding relationships with strategically important customers mainly by providing an outstanding customer experience from an operational perspective. 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.

• Establish and maintain strong, long-lasting relationships with customers through regular communication, meetings, and feedback sessions. Regularly engage to better understand customer requirements, establish trust
• Serve as the main operational point of contact for assigned key accounts (overarching within your designated geographical area); customer requests (not directly related to immediate day-to-day operations), ensuring client needs are met efficiently
• Act on customers behalf respective to articulating needs and requirements to the greater Kuehne + Nagel operational organization
• Clarify, negotiate if needed, and formalize operational requirements with the customer (in cooperation with concerned KN departments)
• Serve as an escalation contact and manage escalations within the respective BUs, incl. Claims handling escalations (structural nature)
• Increase customer satisfaction and loyalty through the 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

Requirements

• 5 years of experience in regional account management for the logistics/3PL industry
• Experience in high level customer relationship managements and communications
• Must have in-depth knowledge of forwarder logistics import and export operations, including systems and processes as related to security protocols (Sea and/or Air Logistics)