Key Account Manager (Supply Chain, Service Logistics)

Key Account Manager (Supply Chain, Service Logistics)

Company Profile:

Exel, a leader in supply chain management, provides customer-focused solutions to a wide range of manufacturing, retail, and consumer industries in over 500 sites in the United States and Canada. With over 40,000 associates, Exel manages more than 85 million square feet of warehouse space (equivalent to almost 1,500 football fields) and has annual revenue of over $4.6 billion in this region. With headquarters located in Columbus, Ohio, Exel has a customer base including some of the world's best-known and most successful companies. Exel's comprehensive range of innovative logistics solutions encompasses the entire supply chain from design/consulting through warehousing/distribution services to integrated information management and e-commerce support.


Job Description:

• Focus on
  • Building the customer relationship
  • Finding customer solutions that provide value to the customer and grow the business for DHL/Exel
  • Developing strategic account plan & execution

• Manage the customer solution & relationship on a day-to-day basis, to include:
  • Manage Commercial Relationship (e.g., contract negotiations, change requests, etc.)
  • Development of new business opportunities (growing the account)
  • Systemic issue escalation and resolution
  • Overall cross-functional solution coordination (on non-GCS accounts)
  • Consultative advisory services
  • Continuous process improvement
  • Solution Change Management
  • Quarterly Business Review coordination and management
  • Key Performance Indicator management.
  • Contract Compliance
  • Scheduled meetings and conference calls
  • DSO Management

• Initiate and manage the development and implementation of customer specific enhancements or new service offerings that provide value to the customer and for the company. This requires careful cross-functional coordination of activities and resources
• Develop an annual account plan detailing current state, direction, post Sales account plan/continuous improvement plan, goal and objectives, as well as anticipated future state. This activity is the annual strategic plan to grow the account and enhance service and satisfaction. 
• Provide customer key Point of Contact for all activity in the post Sales environment.  Manage communications according to the communication/escalation matrix defined.
• Manage scheduled business review meetings and/or conference calls with Customers to review delivered performance metrics (KPIs), and initiate the development (and drive the implementation) of service improvement and/or cost reduction initiatives to meet or exceed the performance targets as agreed with the customer.
• Manage customer expectations to align with organizational capabilities
• Ensure the timely distribution of integrated performance reports to specific regional/network customers
• To manage an integrated solution for a regional or global customer in such a way that :
  • All service performance targets are achieved/exceeded
  • All customer satisfaction targets, as set with the customer, are met.
• Identify, register and escalate service performance issues to cross-functional partners in order to coordinate resolution of issues within agreed timeframes.  Key service providers include Network Service Group (core transport), Regional Logistics Operations (TIER 1, TIER 2/3 network and Call Center), Vendor Management, SCS (Supply Chain Services) and company Finance (all billing and accounting related services)
• Communicate and drive contractual entitlement, Service Level Agreements (SLA's), and agreed operating procedures to all stakeholders within the organization and the customer organization, as documented in agreed operating plans per function.
• Own and maintain the solution specification documents (SSD, PDD, SOW, etc), describing the detailed components of the solution.
• Own and maintain all signed agreements (Contracts, LOI, CRF’s, etc.) to ensure compliance with existing program state.
• Monitor KPI’s and scorecards on all assigned accounts
• Measure and manage the overall performance of all functional partners for a particular customer against pre-agreed performance metrics (KPIs) through performance reports provided by cross-functional partners (for non-GCS accounts).
• Develop an integrated performance report by consolidating the information provided from all individual service providers to drive a comprehensive, customer-driven metrics dashboard.  
• Identify gap in service capability based on comprehensive analysis of organizational capabilities versus customer requirements.
• If applicable, maintain the customer solution on a specifically developed Intranet site.

Job Requirements:

• 5-8 years related customer experience
• 5 years Supply Chain, Service Parts Logistics, or Distribution experience
• Experience with project management software (e.g. MS project, PERT)
• 3 years strategic business planning experience
• Minimum 3 years Customer Relationship Management background
• Preferably a consulting experience
• 3 years experience in working and accomplishing tasks within a cross-functional/matrix type organization
• Solid understanding of the principles of supply chain management
• Excellent communications & commercial skills
• Well developed people management skills; ability to lead and inspire teams to accomplish objectives
• Strong analytical and problem solving skills; both short-term/tactical and long-term/strategic
• Well-structured, change oriented and results focused
• Be proactive, determine and solve problems before they become issues.
• Ability to effectively communicate with associates and clients.
• Ability to "think outside the box" to find solutions to customer issues.
• Ability to effectively Multi-task.
• Strong time management skills