We are looking for a Regional Key Account Administrator to act as the operational control tower and single point of contact (SPoC) for strategic key accounts across East Asia & Oceania.
This role bridges commercial commitments and operational execution, ensuring that customer expectations are consistently delivered through strong coordination across countries, functions, and transport modes.
Main Responsibilities/Tasks:
1. Operational Ownership & Service Delivery
- Act as the primary operational lead (SPoC) for assigned regional key accounts
- Ensure execution of customer SOPs, SLAs, and contractual KPIs across all involved branches
- Oversee end-to-end shipment visibility, data accuracy, and milestone tracking within TMS systems
- Coordinate booking, forecasting, and operational planning with internal teams and external partners
- Proactively identify risks and implement corrective and preventive actions
2. Performance Management & Governance
- Monitor and analyze operational KPIs and service performance across countries and functions
- Prepare and lead business review meetings, including performance dashboards and insights
- Drive accountability across operations teams to meet agreed service levels
- Maintain reporting structures, escalation logs, and performance trackers
3. Customer & Stakeholder Management
- Serve as the main operational contact for customers, managing service-related communication and escalations
- Partner closely with Global/Regional Key Account Managers (GAM/RAM) to align operational delivery with commercial strategy
- Coordinate with Customer Service and Operations teams to ensure seamless execution
- Build strong relationships with customers through proactive communication and transparency
4. Implementation & Process Excellence
- Lead and coordinate new customer onboarding and implementation, including SOPs, KPIs, and operational frameworks
- Ensure alignment of system integration and reporting requirements
- Standardize and maintain SOP/IOP/WI documentation and training across involved countries
- Identify process gaps and drive continuous improvement initiatives and cost efficiencies
5. Escalation & Issue Management
- Act as regional escalation point for operational issues and exceptions
- Conduct root cause analysis and implement sustainable solutions
- Ensure timely resolution of claims, backlog issues, and service disruptions
6. Growth & Account Development
- Support identification of growth opportunities within key accounts (cross-sell / upsell)
- Collaborate with commercial teams on strategic trade lanes and service expansion
- Contribute to improving share of wallet and long-term customer retention
Qualifications:
- Minimum 5 years experience in logistics, freight forwarding, or supply chain operations
- Exposure to key account management or regional coordination roles
- Good understanding of end-to-end logistics processes
- Strong communication and stakeholder management skills
- Ability to work independently and handle multiple priorities
- Experience with Excel and operational systems (TMS) is a plus
- Bachelor's degree or equivalent experience
- Fluent in English and any additional Asian languages would be a plus
