About Us Ready to rock the future with us At Hellmann we put our people at the heart of everything we do because for us relationship matters. Joining us does not just mean becoming part of a global company. It is an invitation to shape the future of the logistics industry together with us. Our Hellmann culture is based on our four values: Caring Entrepreneurial Forward-Thinking and Reliable. These values resonate with yours Then become part of our FAMILY that consists of around 10.000 employees in more than 200 locations worldwide.
For the better. Together.
The IV / Customer Operational Account Manager (OAM) drives retention of key business and enables incremental growth by ensuring operational performance for IV/Customer(s) with respect to e.g. on-time delivery exception recovery SLA adherence and transparent performance communication and other agreed IV/customer-related performance targets. The OAM is the customers operational advocate and the internal orchestrator across Sales Operations CI BPM and DTI to move from visibility insight action.
Performance metrics: OAMs are directly measured on operational KPIs such as on-time delivery; data quality milestone completeness and timeliness EDI and reporting quality SLA Adherence and billing accuracy for the assigned IV/Customer(s)
About the Job The OAM owns account-level service performance customer communication in regards to major service deteriorations and cross-functional orchestration. Shipment-level execution exception handling and e.g. milestone quality remain the responsibility of Operations.
Run the Business (Service Delivery & Communication)
- Own day-to-day service performance outcomes for assigned accounts (Air & Sea) monitoring KPIs and orchestrating Operations and Product teams to ensure SLA adherence.
- Review dashboards (such as Smart Visibility CPM other performance dashboards) and lead regular service huddles.
- Proactively inform customers on account-level service exceptions and risks (e.g. network disruptions recurring delays) agreed mitigation actions and recovery outlooks while Operations owns shipment-level execution and updates.
- Ensure for all key accounts managed SOPs Working instructions and performance reports are established kept up-to-date trained and communicated
Facilitate service recovery
- Act as primary customer-facing escalation and internal coordination point for major operational or technical incidents ensuring timely resolution by Operations Products IT CI or DTI
- Manage customer communication for major incidents and service deteriorations focusing on impact actions and recovery outlooks rather than shipment-level updates.
- Work with Country Product Heads to facilitate structured access to local Operations for issue resolution respecting defined operational ownership and governance. Escalate to Regional Products Head(s) in case of persistent lack of collaboration by Countries.
Improve the Business (Continuous Improvement & Re-Implementation)
- Lead PDCA/Kaizen on chronic gaps (data quality transit time realism milestone design).
- Trigger re-implementation with CI for failing or changed scopes; co-own success criteria and hypercare exit.
- Partner with BPM for process standard updates; ensure execution patterns are embedded in Ops.
Data Tools Insights
- Use Smart Visibility (customer mirror) CPM (internal PowerBI) or other performance dashboards to tell the performance story and drive action.
- Maintain KPI packs and support operational QBR storylines (root causes trend analysis improvements asks).
- Validate billing accuracy from a customer and SLA perspective; trigger corrections with responsible Operations or Finance teams where required.
- Validate EDI/API data quality open and track fixes
- Validate milestone design with BPM; open and track fixes.
- Ensure that all agreed customer-related reports are provided timely and that the correct information as required by the customer is captured.
- Be the ambassador of HWL digital solutions towards the customer and their shippers and consignees and drive standardization as much as possible
Commercial Partnership (with Sales & KAM)
- Representing Hellmann in front of customer and being the customer representative within the Hellmann organization together with the key account manager with a focus on operational matters
- Provide data-driven recommendations (service options lane design lead time realism) to improve win rates and margins; Sales owns pipeline/pricing OAM owns service proof.
- Identify upsell opportunities arising from service improvements (e.g. additional origins premium services); hand to Sales with a qualified business case.
- Provide operational support including preparation and participation in customer QBR and follow up actions with Products accordingly
- Ensure high quality performance management meetings (MBR / QBR) with meaningful operations-related information / templates and ensure correct stakeholders are invited & well prepared with concrete improvements / suggestions / actions
Governance & Stakeholder Management
- Run regular cross-functional service performance reviews with main internal stakeholders for assigned accounts.
- Share best practices across the global OAM community; support training and onboarding of new OAMs.
Actively collaborate with the Customer Experience (CX) managers
About You - Bachelors or Masters in logistics & supply chain preferably Logistics management.
- Experience: 5 - 8 years in international freight forwarding (Air &/or Sea) with proven account service ownership;
- experience in strategic/key accounts preferred. Prior involvement in C-SOP creation implementation
- and exception management required ; Lean/CI certification is an added advantage
- Professional: Proficiency in MS Office.
- Others: Occasional regional/international travel for QBRs implementations and critical incidents
- (estimate 1025% depending on scope) ; Flex across time zones for global accounts.
- TMS (CargoWise One) Smart Visibility PowerBI Excel PowerPoint
About our Benefits - A strong Team Spirit and a lot of fun together
- A safe multi-cultural and inclusive environment
- Individual opportunities for growth and development
Inclusion and social diversity are firmly anchored values in our corporate culture. Regardless of gender age any disabilities religion ethnic origin or sexual identity: We are looking forward to meeting you!
If you are excited by this fantastic opportunity and have what it takes then click APPLY!
Employment Type : Full-Time
Experience: years
Vacancy: 1