Operational Key Account Manager (OKAM)

To facilitate the interaction between operations and sales to ensure client needs are met 100% of the time. The Operational Key Account Manager will act as the main point of contact between key clients and operations. The OKAM will monitor client satisfaction through follow-up, solve client problems and issues, and will work with the Operations team to develop and implement comprehensive operating procedures that ensure the accuracy, timeliness and completeness of all projects.

Essential Duties and Responsibilities

Sales & Client Support

• As the Subject matter expert (SME) have advanced knowledge to support end to end client needs
• Develop and sustain solid relationships with key clients that bring in the most income for the company
• Address and resolve key client complaints
• Create training plans and perform training with the operations team on both customer and operations’ SOPs
• Establish and maintain appropriate processes for measuring and monitoring adherence to the SOPs by staff
• Manage staff, including training on SOP changes and new processes, monitoring productivity, handling performance management and disciplinary issues that may arise
• Implementation of customer onboarding process, ensuring that customers feel welcomed, the account is set up correctly and OPS team has all required information
• Oversee the first shipments for new customers to ensure continuous business
• Work with the Operations leadership to create and implement Operational SOPs to match the demands of the clients’ SOPs
• Ensure a smooth operational process by building strong customer/partner relationships to understand customer needs and ensure that expectations are fully understood and fulfilled
• Expand the relationships with existing customers by continuously proposing solutions that meet their objectives
• Compile reports on account progress, goals and forecasts for account team and stakeholders
• Collaborate with the sales team to maximize profit by up-selling or cross-selling
• Plan and present reports on account progress, goals and quarterly initiative to share with the team, stakeholders and for possible future use of case studies or company training
• Meet all client needs and deliverables according to proposed timelines
• Respond to or delegate non-sales client inquiries (outside of general tracking, quotes).
• Identify resource efficiencies (i.e., client email groups/distribution groups and compiling relevant marketing assets for BD efforts)
• Track key account news (i.e., alerts) to identify engagement and/or growth opportunities
• Work across departments to generate metrics and reports for key accounts as needed
• Identify potential opportunities and work with the sales team
• Provide support to sales team and/or Account Management team as needed

Pricing & Operations Support

• Collaborate with the Operation team to deliver transportation and/or warehouse solutions to our clients.
• Assist in preparing RFPs, RFQs, RFIs, and client presentations
• Prepare and follow up on quotes for key clients to secure the opportunity
• Conduct project-based tasks such as research and data assembly through interdepartmental collaboration
• Support the development of SOPs for key clients
• Recommend and implement process improvements to drive profitability and efficiency
• Assist in shipment origination or warehouse fulfillment, as needed
• Continually look to implement better processes, procedures and/or automation
• Communicate any change orders from client to operations and inquire if new routing and or pricing is needed based on the new information
• Other duties as assigned

Qualifications & Skill Requirements

• Bachelor’s degree or equivalent required
• 7+ years' experience in logistics and/or freight forwarding operations and account management, Or equivalent education and experience
• 2+ years of leading others
• 4+ years of freight quoting, pricing Qualification or skill 1
• Customer service experience
• Intermediate skills with Microsoft Office products

Key Competencies

• Proven ability to lead, mentor, and share knowledge with team members
• Fosters accountability and commitment from the team to achieve department goals
• Ability to plan and effectively set priorities for implementation
• Proven analytic and problem-solving skills in a time-sensitive, logistics environment
• Excels at meeting deadlines and demonstrates superior time management skills
• Natural ability to multi-task in a fast-paced work setting with a strong attention to detail
• Superior communication skills and an ability to motivate people with an emphasis on listening skills
• Ability to relate to and successfully interact across a variety of settings and work well with a broad and diverse workforce throughout the organization
• Demonstrates ability to work in a client-centric setting
• Ability to be flexible as priorities shift
• Consistent in follow-up and follow-through
• Highly motivated team player with an outgoing and positive work attitude
• Credible with a high level of personal integrity
• Adaptive to ICAT’s core values

Physical Demands and Work Environment:

• Most work is performed indoors in an office setting
• Flexible approach to work, due to clients’ needs and project support requirements
• Regularly use hands to type, handle, or feel
• Required to use close, distance, color, and peripheral vision, depth perception and can focus
• Must have clear, easy to understand oral communication ability
• Ability to sit for prolonged periods. May occasionally need to stoop, climb, or squat

Supervisory Responsibilities: Yes

• Direct supervision and accountability of staff
• Support team in setting and achieving goals and performance objectives
• Coach and mentor team members
• Identify department training requirements and conduct training, as needed
• Hold regular individual 1x1 and team meetings
• Clearly communicate department and individual initiatives/goals
• Develop, monitor, and review regularly metrics and goals with team members
• Conduct performance appraisals; provide rewards and execute disciplinary actions/workplace solutions for department staff
• Accountable for recruiting and hiring process for new hire requirements
• Maintain an environment that allows the team to be part of ICAT’s overarching goals and mission

Travel Requirement: Yes, up to 10%

Some travel required (by air and/or car) to support multi-site, national operations.

Location: Remote

Salary Range: $101,490 - $119,400

Notice of AI Use in Job Application Review

As part of our commitment in creating a fair, efficient, and consistent hiring process we may use artificial intelligence (AI) to help our recruiting teams organize, summarize, and analyze information provided by candidates, including resumes, application responses, and other materials submitted during the application process.AI may be used to identify patterns, highlight relevant skills, and experience, and assist in comparing a candidate’s qualifications with the requirement of a specific role. These tools are to improve efficiency and consistency while supporting more informed hiring decisions, which will ultimately be made by the hiring team.