Operational Key Account Manager - North America
Rhenus SE & Co. KG, Des Plaines, IL, United States
Account Implementation & Coordination
Partner with the Regional Key Account Manager and Global Integration teams to support smooth onboarding of new key accounts.
Coordinate with cross-functional stakeholders to ensure operational readiness during implementation.
Maintain clear shipment visibility, including monitoring status accuracy and ensuring data integrity across systems.
Manage customer-specific business rules and ensure operational teams follow agreed processes.
Performance Management & Reporting
Track and review operational KPIs, customer-specific metrics, and performance versus awarded volumes.
Maintain accurate customer data, including partners, contacts, and escalation matrices.
Align with key stakeholders to define customer reporting needs, including analytical and performance reports.
Prepare operational inputs, improvement actions, and root-cause analyses for monthly and quarterly business reviews.
Operational Excellence & Issue Resolution
Analyze current processes and recommend improvement measures to strengthen service quality and reduce cost.
Act as the escalation point for non-commercial issues, communicating exceptions proactively to customers.
Oversee proper handling of customer claims and monitor backlog orders to identify and resolve root causes.
Ensure transport orders and shipment creation follow agreed business rules across handling teams.
Generate and validate customer volume forecasts and coordinate execution with operational teams.
Confirm that bookings with carriers and service providers are arranged in a timely and accurate manner.
Support resolution of payment delays by coordinating with internal teams and relevant country offices.
Work closely with Product and Key Account Managers to identify growth opportunities and expand wallet share.
Process Ownership & Continuous Improvement
Serve as the regional single point of contact for operational visibility and solutions in line with account SOPs.
Document corrective and preventive actions and share best practices with branches and other key account teams.
Support the creation, maintenance, and training of SOPs and work instructions across involved branches.
Assist in developing standardized dashboards and reporting tools, including KPI frameworks and performance views.
Collaborate with internal teams to address data discrepancies impacting visibility and reporting accuracy.
Resolve operational bottlenecks and process gaps by implementing both short-term fixes and long-term solutions.
Partner with Key Account Managers and regional/global stakeholders to drive continuous service improvement and ensure high performance levels.
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Partner with the Regional Key Account Manager and Global Integration teams to support smooth onboarding of new key accounts.
Coordinate with cross-functional stakeholders to ensure operational readiness during implementation.
Maintain clear shipment visibility, including monitoring status accuracy and ensuring data integrity across systems.
Manage customer-specific business rules and ensure operational teams follow agreed processes.
Performance Management & Reporting
Track and review operational KPIs, customer-specific metrics, and performance versus awarded volumes.
Maintain accurate customer data, including partners, contacts, and escalation matrices.
Align with key stakeholders to define customer reporting needs, including analytical and performance reports.
Prepare operational inputs, improvement actions, and root-cause analyses for monthly and quarterly business reviews.
Operational Excellence & Issue Resolution
Analyze current processes and recommend improvement measures to strengthen service quality and reduce cost.
Act as the escalation point for non-commercial issues, communicating exceptions proactively to customers.
Oversee proper handling of customer claims and monitor backlog orders to identify and resolve root causes.
Ensure transport orders and shipment creation follow agreed business rules across handling teams.
Generate and validate customer volume forecasts and coordinate execution with operational teams.
Confirm that bookings with carriers and service providers are arranged in a timely and accurate manner.
Support resolution of payment delays by coordinating with internal teams and relevant country offices.
Work closely with Product and Key Account Managers to identify growth opportunities and expand wallet share.
Process Ownership & Continuous Improvement
Serve as the regional single point of contact for operational visibility and solutions in line with account SOPs.
Document corrective and preventive actions and share best practices with branches and other key account teams.
Support the creation, maintenance, and training of SOPs and work instructions across involved branches.
Assist in developing standardized dashboards and reporting tools, including KPI frameworks and performance views.
Collaborate with internal teams to address data discrepancies impacting visibility and reporting accuracy.
Resolve operational bottlenecks and process gaps by implementing both short-term fixes and long-term solutions.
Partner with Key Account Managers and regional/global stakeholders to drive continuous service improvement and ensure high performance levels.
#J-18808-Ljbffr