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The Global Operational Key Account Manager (GOKAM) is responsible for maintaining and expanding relationships with strategically important customers mainly by providing an outstanding customer experience from an operational perspective. This role requires a dynamic and customer-centric individual who can manage the operational aspects of key accounts, ensuring high levels of customer satisfaction that ultimately lead to retention and growth. Our Global Air Logistics Operational Key Account Managers are responsible for and represent both Sea Logistics and Air Logistics Services for our Global Accounts. The GOKAM has a special role, as it is similar to a Team Lead, tasked with leading the Operational Key Account Team working on an account and ensuring close and efficient collaboration aligned with the account's goals. The successful candidate will work closely with various internal teams to deliver seamless service and solutions tailored to client needs.

How you create impact

• Establish and maintain strong, long-lasting relationships with customers through regular communication, meetings, and feedback sessions. Regularly engage to better understand customer requirements, establish trust.
• Serve as the main operational point of contact for assigned key accounts (overarching; customer requests not directly related to immediate day-to-day operations), ensuring client needs are met efficiently.
• Act on customers behalf respective to articulating needs and requirements to the greater Kuehne + Nagel operational organization.
• Clarify, negotiate if needed, and formalize operational requirements with the customer (in cooperation with internal departments).
• Serve as an escalation contact and manage escalations within the respective BU (Sea and Air), incl. Claims handling escalations (structural nature).
• Increase customer satisfaction and loyalty through the design and implementation of customer-specific solutions.
• Identify cost improvement opportunities, building on existing operational capabilities and client relationships; engage Kuehne+Nagel and customer resources to achieve cost savings.
• Facilitate the implementation of new business by having customer knowledge and understanding their requirements, as well as acting as a subject matter expert for KN's internal operational capabilities.
• Ensure you have overarching operational oversight of the account (cross BU and cross country) and support the operational team through overarching governance (tools, reporting, training of e.g. vertical/account specific requirements).
• Support our operational departments, especially with non-standard requirements, so that our operational units can work smoothly according to their processes in day-to-day operations.
• Proactively work with customer and Kuehne+Nagel sales and operational staff in facilitating corrective actions when required.
• Execute specific customer defined analytical functions in support of export and import activities and regulatory requirements.

What we would like you to bring

• 5+ years of experience in logistics, transportation, and supply chain industry dealing with multi-national and multi-business unit organizations. 
• 5+ years of experience in customer relationship management and communications, preferably as an OKAM. 
• 5+ years of experience in Sea and/or Air import and export operations, including systems and processes related to security protocols.
• Proficient in CRM software and MS Office Suite particularly with Excel. 
• Leadership by influence and self-starter skills.
• Excellent communication and analytical skills.
• Experience in project management, ideally in key account management, preferred. 

What's in it for you

At Kuehne+Nagel we strive daily to inspire, empower, and deliver not only to our customers, but also to our colleagues. We offer a dynamic global work environment with opportunities for excellent training programs and career mobility. The target base salary range for this position is between $85,000 and $100,000. Base salary is part of a competitive total rewards package that includes health and welfare benefits, a 401k retirement savings plan, tuition reimbursement, and incentive compensation for eligible roles. Individual pay may vary from the target range and is determined by a number of factors including experience, skills, job location, internal pay equity, and other relevant business considerations. Kuehne+Nagel reviews pay ranges regularly to ensure competitive and fair pay based on industry market data. #LI-AA1

Kuehne+Nagel participates in E-Verify and will provide the federal government with your Form I-9 information to confirm that you are authorized to work in the U.S. Employers can only use E-Verify once you have accepted a job offer and completed the Form I-9.