Operational Account Manager

4 weeks ago

Richmond, Canada Hellmann Worldwide Logis Full time

For more than 150 years, Hellmann Worldwide Logistics has been making strides in the freight forwarding industry because of our exceptional employees in the global Hellmann Family. Our unmatched passion for the employee experience and energy to service our customers makes our resilience possible. For the better. Together.

Our Hellmann Promise is to collectively shape our culture through our mission, values, and leadership principles.

If this resonates with your career aspirations, come and help us shape our sustainable impact, job details below

The Operational Account Manager is a commercial position and has the responsibility of expanding his/her assigned customers’ Gross Profit and volume contribution while ensuring operational excellence, service level performance and customer satisfaction. It is the task of the Operational Account Manager to create value and a win-win situation for both the customer as well as Hellmann. This individual will work closely with the global Hellmann network and the customer along with colleagues within the Implementation, Pricing, Operations and Customer Service teams.

**ESSENTIAL DUTIES AND RESPONSIBILITIES**:

- In-depth business process and supply chain analysis to identify weak points and opportunities for improvements
- Continuously work to identify and close additional business opportunities for Hellmann. Communicate and align all new business opportunities for the assigned customers with Commercial Management
- Setup customer within the different Hellmann IT systems to ensure operational handling and visibility (track & trace) in cooperation with the Customer Implementation & Business Process teams
- Establish operational SOPs for all Products (Air, Ocean, Domestic, and Contract Logistics) and monitor compliance
- Ensure that all customer related reports are provided timely which may include working with IT and Quality to develop new reports as needed and that the correct information as required by the customer is captured
- Forecast revenue and volume developments for the managed customer portfolio
- Monitor Key Performance Indicators and perform root cause analysis and implement corrective actions where necessary
- Responsible for Gross Profit growth and enhancement for the assigned customer portfolio according to the current year’s target plan
- Schedule and manage regular business review meetings with the customer, developing Power Point presentations and leading the implementation of any required changes or improvements
- Assist Pricing Teams and/or Commercial Lead with RFQs
- Manage the assigned accounts receivables and DSO on an ongoing basis
- Review, analyze, and provide feedback to Hellmann Management on scope of work, risk assessments and financial performance
- Work on opportunities like Lane Optimization, Air Sea Programs, E-Billing, Consolidation Studies, Container Utilization Studies, Packaging Studies and other Value Added Solutions
- Escalate service issues and other unresolved issues to the management team until acceptable resolution is reached
- Perform other duties as assigned

**SUPERVISORY RESPONSIBILITIES**

This position does not supervise any direct reports.

**QUALIFICATIONS**

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

**EDUCATION AND EXPERIENCE**:

- Bachelor’s degree (B.A.) in business or related field or equivalent work experience
- Minimum seven years overall freight forwarding experience with a focus on account management
- 2 to 4 years customer facing or key account management experience preferred
- Aptitude for sales and experience managing customer expectations

**KNOWLEDGE, SKILLS & ATTRIBUTES**
- Financial acumen to drive account management strategy
- Results-oriented - drives strategy and execution
- Leadership - demonstrates professionalism
- Customer-focused
- Organization skills
- Time management and prioritization
- Adaptable / flexible to high-pressured environment
- Strong written and verbal communication skills in English in order to present information to internal customers and management in a professional setting
- Analytical skills / problem-solving ability
- Presentation skills
- Strong negotiation skills
- Knowledge of Hellmann products, and Partner network preferred

**PHYSICAL DEMANDS**
- Frequently required to stand, and walk
- Regularly required to sit for extended periods
- Regularly uses arms to reach, hands and fingers for computer and phone use
- Speaking clearly and listening for heavy phone contact
- Requires close-up and computer screen distance vision ability
- The position requires domestic and/or international travel up to 30%

Reasonable accommodations may be made to enable individuals with disabilities to perform the e

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