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LEMAN · 1 day ago

Operational Account Manager

Doral, FL

Full-time

Hybrid

Senior Level, Lead/Staff

8+ years exp

LEMAN is a forward-thinking logistics company that delivers high-quality transport solutions globally. The Operational Account Manager serves as the operational point-of-contact for key accounts, ensuring customer satisfaction through effective management of service performance and issue resolution.

Transportation/Trucking/Railroad

Responsibilities

Establish and monitor customer service performance standards

Develop processes to identify customer problems and resolve them expeditiously and efficiently

Manage customer escalations and provide corrective action plan(s)

Manage the Master Service Agreement and contractual obligations

Review and develop Key Performance Indicators (KPI) with customer, commercial team, and product groups

Manage data quality and ensure resolution

Drive strategic and internal process initiatives

Engage internal teams/resources such as quality, implementation, client service teams, etc

Coordinate pricing and other ad-hoc rating to support the account manager(s) to drive customer revenue growth

Drive the revenue retention and year over year growth objectives as laid down by Commercial leadership

Support the Monthly/Quarterly Business Review (QBR) process

Manage invoice audits, the speed of Invoicing, invoice accuracy in conjunction with the customer KPI’s

Define and drive processes and their underlying improvements in relation to Invoicing, Transit Times, EDI, Order Management, Tracking, and all other applications as part of the turnkey solution to the customer

Initiate and manage operational review meetings with branch teams, customer and documentation, as required

Work with BDM/SAM to improve cash flow, account receivables support (as it relates to the payment terms)

Gather, develop, and manage the customer reporting solutions in conjunction with the Implementation group

Voice of the customer