Key Account Manager

Responsibilities:

• Act as the primary point of contact for assigned key accounts, building trusted relationships with customer stakeholders at operational, management, and senior levels.
• Develop a thorough understanding of each customer's business objectives, supply chain model, service requirements, pain points, and growth plans.
• Own overall account service performance and drive consistent execution of customer SOPs, KPIs, and service commitments across internal teams.
• Work closely with the Control Tower in Shenzhen to oversee end-to-end operational performance, including order management, bookings, schedule changes, freight arrangements, vendor coordination, documentation, exception management, and delivery fulfilment.
• Analyze operational data, service trends, and root causes; lead or support regular business reviews and convert findings into clear improvement actions, ownership, and completion timelines.
• Proactively identify operational risks and potential escalations, coordinating rapid resolution of critical exceptions, customer complaints, and recurring issues while maintaining timely and factual communication
• Work closely with in-house System Development Director to drive continuous improvement and operational value through process optimization, automation, enhanced reporting, cost and efficiency initiatives, exception prevention, and standardization of best practices.

Requirements:

• Bachelor’s degree in supply chain management, Logistics, International Trade, Business Administration, or a related discipline is preferred.

• At least 10 years of experience in freight forwarding, logistics, or supply chain management, including relevant experience in key account management, customer service management, or operational leadership.

• Solid operational knowledge of ocean and air freight; experience in order management, bookings, vendor coordination, transportation, documentation, customs, and delivery processes is highly desirable.

• Ability to understand complex operational issues and translate data and root causes into clear customer recommendations and practical improvement plans.

• Excellent relationship management, communication, presentation, negotiation, influencing, and cross-functional coordination skills.

• Excellent written and spoken Chinese and English, with the confidence to conduct customer meetings, presentations, and business correspondence in Mandarin and English; Cantonese is an advantage.

• Strong analytical, problem-solving, organizational, and project-management skills, with the ability to manage multiple priorities and exercise sound judgement under pressure.

• Proficiency in Microsoft Office, particularly Excel and PowerPoint; experience with CargoWise, ERP, TMS, or supply chain reporting systems is an advantage.

• Proactive, customer-focused, and results-oriented, with strong ownership, commercial awareness, teamwork, and a continuous-improvement mindset.