- Professional
- Optionales Büro in Doral
Are you ready to take the wheel and make logistics run like clockwork?
Position Overview:
The Operational Account Manager position serves as the operational point-of-contact for the nominated/assigned strategic or key account(s), as defined by the Commercial team. As part of the business development and customer relations process, this position fields customer requests and initiates internal issue resolution; plans and directs activities of customer service teams to meet the needs of customers and support company operations; develops procedures, establishes standards, and administers activities to assure accurate order entry, efficient shipment tracking, and timely delivery of products to customers. This position is also responsible for effective responses to customer requests, problems, and special needs which can extend to a global client base.
Key Responsibilities:
-Establish and monitor customer service performance standards.
-Develop processes to identify customer problems and resolve them expeditiously and efficiently.
-Manage customer escalations and provide corrective action plan(s).
-Manage the Master Service Agreement and contractual obligations.
-Review and develop Key Performance Indicators (KPI) with customer, commercial team, and product groups.
-Manage data quality and ensure resolution.
-Drive strategic and internal process initiatives.
-Engage internal teams/resources such as quality, implementation, client service teams, etc.
-Coordinate pricing and other ad-hoc rating to support the account manager(s) to drive customer revenue growth.
-Drive the revenue retention and year over year growth objectives as laid down by Commercial leadership.
-Support the Monthly/Quarterly Business Review (QBR) process.
-Manage invoice audits, the speed of Invoicing, invoice accuracy in conjunction with the customer KPI’s.
-Define and drive processes and their underlying improvements in relation to Invoicing, Transit Times, EDI, Order Management, Tracking, and all other applications as part of the turnkey solution to the customer.
-Initiate and manage operational review meetings with branch teams, customer and documentation, as required.
-Work with BDM/SAM to improve cash flow, account receivables support (as it relates to the payment terms).
-Gather, develop, and manage the customer reporting solutions in conjunction with the Implementation group.
-Voice of the customer.
Skills & Experience:
-Bachelor’s degree in business, transportation or similar, a plus
-8+ years’ experience in International Freight Forwarding
-Thorough knowledge of EAR and TSA Security Regulations
-IATA DG knowledge – Certification, a plus
-CargoWise software, a plus
Get Excited About:
- Attractive Benefits: Enjoy a benefits package, including annual leave, medical coverage, free parking, discounted or free food, and more. Detailed information will be provided during the interview process.
- Flexibility: We understand that life is unpredictable, which is why we offer flexible working arrangements, where possible, to help you achieve a healthy work-life balance. You'll have the freedom to structure your workday in a way that suits you best, whether that means working from home, adjusting your hours, or taking time off when you need it.
- Sabbatical: Need a break from the daily grind? We offer sabbatical opportunities to take extended time off to recharge, explore your passions, and come back to work feeling refreshed and inspired.
- Investment in Professional Development: We're committed to helping our people grow and reach their full potential.
- Global Travel Opportunities: We're a global organization with offices around the world, which means that there are plenty of opportunities to travel and experience new cultures.
- Social and Company Events: We believe that work should be enjoyable, which is why we organize regular social and company events to bring our people together.
About Us
From Denmark to China, Vietnam to Mexico, we employ more than 800 talented and dedicated people. Established in 1900, LEMAN is a forward-thinking, value-driven, and people-centric organization. We endeavor to lead a culture of quality and collaboration, where everyone feels empowered to be their best.
Every day, we help companies and people all over the world by delivering high-quality logistics and transport solutions. We always strive to uphold our values in our approach to customers, colleagues, our surroundings, and the environment.
We provide supply chain and transport solutions, and we offer our services in 150+ countries through our own offices and a network of close partners. Our approach is personalized customer care. We don't create standard products but focus on individual needs and solutions. Leman is large enough to deliver high-quality global supply chain solutions while remaining small enough to care about each and every one of our customers.
Our Values
At LEMAN, Respect isn’t just a word—it’s how we treat every colleague, customer, and partner. Quality means getting the details right, so the job runs smoothly. And Commitment? It’s about showing up, solving problems, and going the extra mile, even when things get tough. These values guide everything we do.
#LI-Hybrid
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