Customs Key Account Manager

3 months ago

Mississauga, Canada DB Schenker Full time

At DB Schenker, you are part of a global logistics network that connects the world. A network that allows you to shape your career by encouraging you to contribute and truly make a difference. With more than 76,000 colleagues worldwide, we welcome diversity and thrive on individual back-grounds, perspectives and skills. Together as one team, we are Here to move.

**Position Description Summary**

The Customs Key Account Management (KAM) group is responsible for the overall management of SCL’s premier Customs accounts, cross selling of Schenker’s Customs Brokerage and Consulting services to Canadian freight forwarding client base and increasing Schenker’s Customs Brokerage market share in industry verticals. The Key Account Manager’s role is to grow, retain and expand Schenker of Canada’s premier accounts. He/she is expected to market Schenker’s Customs Services to existing accounts and be committed to exceeding client expectations while respecting company policies.

**Principal Accountabilities**
- Act as the direct liaison between the customer and various functions within Schenker
- Assist and support the design of customs solutions
- Complete and/or manage processes to streamline reporting, invoicing and customer service
- Work closely with Business Development Managers to grow existing and/or new business
- Participate in developing RFQ responses
- Generate same-customer sales plans and execute on the sales plan
- Develop and support account start-up initiatives
- Work directly with divisional staff and industry experts to lead and support continuous improvement initiatives -cement the relationship with customers at all levels -relationship, corporate, regional, operational
- Other duties as required.
- Travel (up to 25%) as required

KAM Framework (6 key features of the KAM framework)
- Contract - negotiate and assist in the completion of mutually beneficial contract.
- SOP’s - develop account specific SOP’s ensuring operations, KAM’s, and customers expectations are clearly defined and operational processes are developed/managed to meet expectations. Also, by definition, SOP’s must define “special circumstance/exception management” ensuring the customer’s products and processes continue to flow.
- Business Reviews - Develop customer specific business reviews designed to add objectivity to the account. The review must define the value proposition and clearly define Schenker’s performance to the value proposition. The second key objective is to identify and track Schenker’s continuous improvement process. The business review is a forum to discuss current performance, improvement and develop a framework to grow the business.
- KPI’s - KPI’s are the objective basis of performance management. “What is measured is fixed”. KPI’s should be customized per customer.
- Business Planning - A business plan is required for each account. The plan clearly identifies the current business (in both written and budgetary/P&L format), lays the foundation for future growth through proactive planning and “needs identification” - the KAM is responsible for 5% organic growth and new growth targets per year. The business plan is a dynamic document that changes yearly/monthly to reflect the customer’s business evolution.
- Continuous Improvements - Identification, documentation and implementation of continuous improvements will save the client money and/or time. One or two realistic improvements per year will create value for the customer and drive Schenker’s value beyond rates.

**Knowledge and Skills**
- Certified Customs Specialist designation, and/or 5-7 years of relevant experience
- Excellent communication skills
- Strong organizational abilities and ability to prioritize workload
- Previous customs / freight forwarding experience preferred
- Ability to work with mínimal supervision
- Strong decision making and negotiation skills
- Experience or aptitude for account management
- **LISTENING** - Has the ability to listen deeply and actively and to collect information from tone, body language and style, to enhance the verbal message. Is able to understand the root of opinions or information and can articulate it even if in disagreement. Recognizes that listening is critical to affecting the behaviour or agreement of others.
- **CUSTOMER FOCUS** - Develops and maintains mutually respectful and trusting relationships with internal and external customers and concentrates on always meeting or exceeding their expectations. Uses customer information and feedback to continuously evolve and improve products and services. Always acts, plans and executes with the customer needs in the forefront.
- **NEGOTIATING** - Demonstrates diplomacy as well as being direct and forceful, has the ability to gain concessions without damaging long term relationships or dialogue. Negotiates skillfully with internal and external groups by listening and demonstrating commitment and integrity, resulting in

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