The Operations Key Account Manager (OKAM) is responsible for directing the import
and/or export operations of his/her accounts within the various departments and
branches that handle the assigned accounts. This includes overseeing a compliant,
productive and profitable operation as it relates to his/her accounts. The Operations Key
Account Manager is responsible for managing the relationships with existing assigned
customers including: account retention, contract compliance, quality, metric performance
review and increased business opportunities.

Primary Duties:
 Monitors team productivity and assigns accounts and tasks to department personnel.
 Establishes new accounts, based upon review of POA’s and completed client
information sheets, etc.
 Initiates and handles new client start up processes
 Trains individuals within teams to take responsibility of new client accounts.
 Maintains customer relationships
 Reviews daily reports to eliminate potential errors
 Resolves problems, troubleshoots
 Reviews and addresses accounting discrepancies
 Manages employees including interviewing, hiring, training, evaluation, and coaching
 Ensures assigned work group members have recorded time and attendance
 Oversees on-site technologies
 Offers support to other stations as needed
 Attends industry related seminars, conferences, etc.
 Attends periodic business review meetings
Conducts regular communications with assigned customers
 Leads and attends periodic business review meetings
 Addresses all customer issues, concerns and requests using a strategic direction
which includes a detailed communication strategy that engages Senior Management
with assigned customers
 Assists with the annual growth of the assigned accounts and securing new business
 Assists in the design of contracts including scope of work development, assumption
justification, operational plan development, route development and pricing for new
business
 Serves as a resource to resolve customer needs including, but not limited to,
transportation, shipping, rates for additional services and contract interpretation
 Establishes and maintains goals based on Key Performance Indicators (KPI) as
prescribed in the client contract
 Ensures completion of account reviews
 Records all commercial activities in CRM