Operational Key Account Manager

Job Definition and Purpose

• Oversee the operational activities and maintain close relationship with the client
• Maintain close working partnership with the Commercial Key Account Manager
• Ensure that Clasquin's service commitments to the client are upheld

Core Duties, Activities and Responsibilities

• Act as the client's main point of contact with Clasquin for operational matters
• Act as the escalation point for managing alerts, deviations and exceptions
• Lead and maintain relationship with the client through regular business reviews alongside the KAM and support teams (as needed)
• Manage and analyze KPIs set with the client
• Accountable for the quality of service delivered to the client
• Coordinate transport plans with Clasquin Group operational teams according to client requirements
• Provide support and information to ensure the implementation and adherence of operations in line with the framework defined with the client
• Responsible for service quality and integrity within both the client's and Clasquin Group's systems
• Support and coordinate the implementation of client-specific IT and/or EDI solutions in collaboration with internal teams (from scoping to deployment)
• Drive continuous improvement through understanding client needs and proposing and implementing solutions in collaboration with internal and external stakeholders
• Participate in and support RFQ / RFI / RFP processes by offering operational insights based on client requirements
• Ensure contractual rates are adhered to and maintain billing accuracy
• Other additional tasks including but not limited to: identifying new business opportunities (to be shared with the KAM), process flow optimization, collaboration with new entities etc

Specific Skills

• Multi-modal operational expertise (ocean, road, rail, customs etc)
• Ability to coordinate complex projects
• Strong analytical and summarization skills
• Good communications skills
• Good knowledge of M/S office skills
• Good understanding of IT systems and requirements (e.g. EDI requirements)
• Knowledge of Cargowise system is a plus

Soft Skills

• Strong interpersonal and customer service skills
• Able to work well both in a team setting as well as autonomously
• Able to take initiative to resolve issues
• Intellectual curiosity, innovative mindset and results-oriented
• Organizational skills