Key Account Operator

Position Summary The Key Account Operations is a pivotal role within the APAC Control Tower, acting as the primary operational liaison for our most strategic accounts. This individual will be responsible for ensuring flawless execution of logistics services, from tender stage through to implementation and daily operations. The ideal candidate is a proactive problem-solver with a strong operational background, exceptional customer-facing skills, and the ability to drive process improvements that exceed customer expectations. Key Responsibilities 1. Tender and Bid Support Partner with the Air and Ocean Freight commercial teams during the tender (RFQ) process. Provide critical operational feedback on potential accounts, assessing feasibility, resource requirements, and potential operational risks. Help design and validate operational workflows and Standard Operating Procedures (SOPs) proposed to the customer. 2. Volume Forecast & Dynamic Planning Proactively engage with customers to obtain and analyze rolling volume forecasts for air and ocean freight. Translate forecast data into actionable plans for the operations team to facilitate dynamic resource planning, optimize capacity allocation, and ensure network readiness to meet anticipated demand. 3. Business Implementation and System Setup Lead the operational implementation of newly won accounts, ensuring a smooth and efficient customer on-boarding process. Support the setup and configuration of shipments within the Cargowise ERP system. Manage the establishment of Electronic Data Interchange (EDI) interfaces between EasySpeed and the customer. Develop, document, and communicate detailed SOPs for internal and customer teams. Brief and train station operations teams across the APAC region on account-specific requirements. 4. Proactive Operations Monitoring and Management Proactively monitor the end-to-end progress of shipments for designated key accounts. Identify potential delays or issues and initiate corrective actions to ensure shipments meet agreed customer lead times and Key Performance Indicators (KPIs). Serve as the primary point of escalation for operational issues, ensuring rapid and effective resolution. 5. Customer Communication and Reporting Provide regular, structured business updates to customers on shipment status and operational performance. Develop and deliver periodic performance reports (e.g., weekly, monthly, quarterly) covering KPIs such as on-time pickup/delivery, documentation accuracy, and exception rates. Analyze performance data to identify trends and areas for improvement. 6. Customer Relationship Management Conduct regular, scheduled business review meetings with the customer’s logistics and supply chain teams. Present performance data, address feedback, and strategize on continuous improvement initiatives. Strengthen the client relationship by demonstrating a deep understanding of their business needs and challenges. Qualifications and Experience · Bachelor’s degree in Logistics, Supply Chain Management, Business Administration, or a related field. · Essential: Minimum of 5 years of experience in international freight forwarding operations (Air & Ocean), with a significant portion focused on key account management. · Definite Advantage: Prior experience working on the shipper side (i.e., within the logistics team of a manufacturing or retail company). · Proven experience with Cargowise ERP system is essential. Experience with EDI implementation and interface management is highly preferred. · Demonstrated experience in creating SOPs, managing customer implementations, and conducting business reviews. Required Skills and Competencies · Customer-Centric: Exceptional customer relationship management and communication skills. · Analytical & Proactive: Strong data analysis skills with a proactive approach to problem-solving and a focus on continuous improvement. · Project Management: Excellent organizational skills with the ability to manage multiple implementation projects and operational tasks simultaneously. · Influencer: Ability to brief, train, and influence operational teams across different countries in the APAC region without direct authority. · Resilience: Thrives in a fast-paced, dynamic environment and can effectively manage pressure and client expectations. Application Questions Which of the following statements best describes your right to work in Hong Kong? Do you have freight forwarding experience? Are you willing to undergo a pre-employment background check? Are you willing to undergo a pre-employment medical check? How many years' experience do you have as a Key Account Executive? #J-18808-Ljbffr