Operational Key Account Manager - North America

Rhenus Logistics•Des Plaines, IL

About The Position

What You Can Expect: 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. Welcome to Rhenus, where our journey of growth connects with yours. We are a global powerhouse on a mission to be pioneers in everything we do. United, we make an impact and dare to redefine what's possible. We are on the fast track, ready to unlock untapped potential. At Rhenus, we stand as one global team that thrives on collaboration. Because everyone contributes to our success, we value every voice and embrace every idea. Together, we shape the future of logistics and beyond. Empowered by you. As a logistics service provider, we are the value-added partner for customers all over the world. We analyse highly complex processes along the supply chain and optimise them through individual solutions for procurement, production and distribution. Whatever our customers want to achieve – we stand by their side and pave the way. In our decentrally organised business units, we provide future-orientated services for the logistics of tomorrow. If you have technical problems with your applicant account or if you do wish to withdraw your data, please do not hesitate to contact us via workday@rhenus.com

Requirements

Bachelor’s degree in Business, Logistics, Engineering, or a related field, or equivalent practical experience
Minimum 5 years of experience in supply chain, freight forwarding, program management, or control tower environments, managing complex operational and commercial scenarios
Strong understanding of end-to-end supply chain processes and operational workflows
Self-driven and accountable, with the ability to manage responsibilities independently in a fast-paced environment
Fluent in English, both written and verbal; additional languages relevant to the region are an asset
Advanced analytical and problem-solving skills, with the ability to assess risks and identify opportunities quickly
Strong proficiency in Microsoft Office, particularly Excel; experience with reporting tools or business intelligence platforms is an advantage
Hands-on experience with transport management systems and related supply chain platforms
Excellent communication and interpersonal skills, with the ability to build effective relationships across internal teams and external partners
Proven ability to manage conflict, resolve issues, and navigate complex stakeholder environments
Collaborative team player with a proactive approach to supporting regional and global teams

Responsibilities

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.