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.
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
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