Kerja Sepenuh Masa, Operational Key Account Manager, MY di DSV Pulau Pinang - Maukerja

Job Req Number: 131432
Time Type: Full Time

Job Overview

Own and manage assigned key accounts to ensure operational excellence, service continuity, and high customer satisfaction while supporting account growth. Act as the primary operational interface between customers and internal stakeholders to deliver exceptional service and drive continuous improvement.

Key Responsibilities

1. Operational Excellence & Account Ownership

• Ensure all assigned accounts' day-to-day operations run smoothly and adhere to agreed SOPs, SLAs, and KPIs.

• Oversee end-to-end shipment execution to ensure timely, accurate, and compliant delivery.

• Drive operational excellence through proactive monitoring, issue resolution, and continuous improvement initiatives.

• Ensure smooth business implementation, customer onboarding, and SOP handover with proper compliance monitoring.

• Maintain and update SOPs, operational processes, and documentation on shared platforms.

2. Customer Management & Commercial Support

• Act as the primary operational contact for assigned key customers and manage daily commercial relationships.

• Build and maintain strong relationships with customer stakeholders to ensure high customer satisfaction and retention.

• Lead and attend operational customer review meetings (monthly, quarterly, and annual), including preparation of reports and presentation materials.

• Conduct business reviews, identify opportunities and risks, and provide recommendations for service enhancement.

3. Performance Management & Continuous Improvement

• Monitor and drive performance against KPIs, SLAs, and contractual commitments.

• Analyse account performance, identify improvement opportunities, and implement corrective actions.

• Propose objectives and continuous improvement initiatives for assigned accounts.

• Collaborate with internal stakeholders on Quality Improvement Process (QIP) initiatives.

• Ensure timely and accurate performance reporting to customers and internal stakeholders.

4. RFQ, Growth & Value Creation Support

• Support RFIs, RFQs, and RFPs by gathering customer operational requirements and coordinating with Product and Tender teams.

• Provide operational input for pricing, solution design, and service feasibility assessments.

• Identify opportunities for service enhancements and value-added solutions.

• Support the execution of account growth plans in collaboration with GKAM/RKAM and relevant stakeholders.

5. Stakeholder Coordination & Governance

• Collaborate closely with Operations, Products, Regional Teams, and Finance to ensure seamless service delivery.

• Ensure compliance with operational processes through monitoring and structured follow-up.

• Proactively escalate operational issues and risks, ensuring timely resolution.

• Maintain transparency and alignment among all stakeholders regarding account performance and action plans.

6. Data Management, Billing & Financial Support

• Ensure timely and accurate customer billing and shipment updates.

• Maintain high data quality and integrity within CRM systems (e.g. Microsoft Dynamics) and customer platforms.

• Support financial performance by working with Finance to achieve billing accuracy and DSO targets.

• Ensure operational and reporting data are accurate for performance tracking and business decision-making.

7. Risk, Compliance & QHSE

• Identify operational risks and implement appropriate mitigation actions.

• Ensure compliance with contractual, operational, and regulatory requirements.

• Adhere to DSV QHSE policies and actively support safety, quality, and sustainability initiatives.

Requirements

• Degree in Business Admin, Economics, Marketing or Logistics preferred

• Minimum 2-3 years in a Operational KAM role

• 5 years of work experience (minimum)

• Fluent in English is mandatory (written and spoken)

• Conversational in languages relevant for the assigned accounts

• Other languages (written and spoken) are a plus

• Good knowledge of Microsoft Office Software (Excel, Word, PowerPoint and others)

• Good knowledge of Customer Relationship Management (CRM) tools

• Good knowledge of SAP, or similar systems, for reporting and analysis

DSV – Global transport and logistics

What moves you?

At DSV, we move more than goods. We move careers, ambitions and opportunities.

With close to 150,000 colleagues in over 90 countries, we are the global leader in transport and logistics, and it is our people who bring our services and solutions to life every day. From frontline operations to business functions, every role contributes to keeping supply chains flowing and societies running.

Here, you are trusted to take ownership, act on your ideas and make decisions that create real impact. It is a place where people, careers and ideas keep moving forward. We value transparency in how we communicate and collaborate, and we win together by supporting each other, challenging each other and delivering results as a team.

Start here. Go anywhere

This is our promise of movement. A promise that your work matters, your contribution counts, and your career can move as far as your ambition takes it.

If you are looking to make an impact, grow your career and be part of something bigger, DSV is the place to be.

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#StartHereGoAnywhere #LifeAtDSV