Operational Key Account Manager (Freight Forwarder, Hanoi)

DSV - Global transport and logistics

Location: Lang Ward, Hanoi

Division: Air & Sea

Job Title: Operational Key Account Manager

Time Type: Full Time

Main Duties & Responsibilities:

• Account Development:

• Develops a comprehensive account strategy for expanding range and quantity of services in account
• Expands our wallet share, in terms of logistics spend, within the target account(s)
• Works closely with customers to intimately understand their needs as well as pains
• Works across DSV to create custom solutions that deliver value to customers
• Understands the buying process and identify all influencers
• Develops a trusted advisor relationship with key decision makers at all levels within account
• Understands client's business (strategically, operationally, financially)
• Qualifies and quantifies potential growth opportunities
• Leverages company resources to assist in developing account
• Maximizes cross-selling by providing strategic input to assist related accounts
• Communicates account development plans and status to the management team
• Provides timely and accurate revenue and profitability forecasts
• Participates in the development of overall business planning
• Follows DSV's solution selling process

• Account Management:

• Owns all aspects of account relationship, essentially acting as the primary contact point for customer
• Proactively manages account by constantly assessing changes to the business and impact to DSV
• Identifies all potential risks and develop mitigation plan
• Escalates any unresolved issues or risks before they materially impact DSV
• Works closely with Operations teams (Air, Sea, Road & CL) to deliver high level of service to customers
• Client centric approach in dealing with conflicts and resolve issues effectively
• Accountable for successful delivery of agreed KPIs; via:

- Conduct daily/weekly/monthly/quarterly business review (QBR)

- Analyse and identify cause of service failure (potential or current) and execute both preventive and corrective actions

• Consolidate and report KPIs performance and able to explain the cause(s) of achieved and non- achieved KPIs and provide both preventive and corrective actions
• Observe and identify potential delivery failure and execute contingencies to overcome them; via:

- Constant review and update SOP

- Lead Implementation projects of revised and new solutions

- Monitor and manage good performance of operation support and 3rd party

- Collate volume trends to better understand the flows and prepare for upsurge

• Develop and maintain close working relationship with clients
• Identify and grow any other business from assigned clients, that we are not already handled
• Proactive in account planning and development
• Identify opportunities for Continuous Improvement, both Client Facing and Internal
• Communicate with Global and/or Regional Account Management Teams on Business Review Meeting Outcomes as per agreed regular agenda items
• Support RFQ Process, provide Spot Quotes for additional business in accordance with the Regional and Global Account Management team in accordance with the agreed client process
• Responsible for reporting on Yield Management & identifying areas for improvement within the organization

Job requirements

• Bachelor's degree in business studies or foreign trade or economics.

• Minimum 5 years experiences of relevant working environment (Key Account Management).

• Strong negotiation and presentation skills with excellent Vietnamese & English proficiency.

• Ability to handle multiple accounts and resolve conflicts on internal and external board level.

• Proficient in all Microsoft Office application as well as TMS is advantage.

• Freight forwarding background with insights of market intelligence (i.e.: customers, competitors, market outlook)

• Pro-active, aggressive, result oriented, customer oriented, motivated, honest, compliant and teamwork.

DSV – Global transport and logistics

Working at DSV means playing in a different league.

As a global leader in transport and logistics, we have been on an extraordinary journey of growth. Let's grow together as we continue to innovate, digitalise and build on our achievements.

With close to 150,000 colleagues in over 90 countries, we work every day to offer solid services and meet our customers needs and help them achieve their goals. We know that the best way to achieve this is by bringing in new talent, fresh perspectives and ambitious individuals like you.

At DSV, performance is in our DNA. We don't just work – we aim to shape the future of logistics. This ambition fuels a dynamic environment built on collaboration with world-class team players, accountability and action. We value inclusivity, embrace different cultures and respect the dignity and rights of every individual. If you want to make an impact, be trusted by customers and grow your career in a forward-thinking company – this is the place to be.

Start here. Go anywhere

Visit dsv.com and follow us on LinkedIn and Facebook.