Commercial Key Account Manager

Commercial Key Account Manager

Accountabilities & Responsibility Areas

Job Summary:

The Commercial Key Account Manager (CKAM) acts as the primary point of contact for assigned customers, ensuring their needs are met proactively and efficiently.

This role demands a client-first mindset, strong communication skills, operational fluency, and the ability to anticipate and respond to customer requirements.

The CKAM is expected to provide premium service levels, foster long-term relationships, and drive value creation for both the client and the business.

Key Responsibilities:

• Develop a deep understanding of the customer’s industry, operations, and specific projects, enabling anticipation of needs and delivery of tailored solutions.
• Identify and communicate additional service opportunities to enhance the customer experience and increase revenue.
• Serve as the daily interface between the company and the customer, ensuring that all inquiries, concerns, and service requests are addressed promptly and professionally.
• Collaborate cross-functionally with planning, sponsor and other relevant stakeholders to ensure timely allocation of assets.
• Manage and coordinate the customer order lifecycle from job confirmation to final delivery, ensuring timely updates on the client dashboard and prompt upload of proof of delivery documents for invoicing.
• Prevent standing charges by proactively managing potential delays and collaborating with internal teams for swift resolutions.
• Support onboarding of new customers and ramp-up of new projects by dedicating full attention during initial engagement periods.
• Proactively share performance reports with clients on a monthly basis or upon project completion, highlighting key metrics, service achievements, and areas where improvements are being made to address weaknesses and enhance overall performance.

Qualifications

• Excellent interpersonal and communication skills, both verbal and written.
• Strong problem-solving and decision-making capabilities, especially under pressure.
• High level of customer-centricity with a proactive approach to service.
• Operational understanding of the company’s logistics and transport operating model.
• Ability to manage multiple clients and projects simultaneously while maintaining high service standards.
• Detail-oriented with strong organizational and time management skills.