Operational Account Manager

Freightserve recruitment are looking for an Operational Account Manager for a well-established niche sector company that specialises within Aviation industry who are based in the Heathrow area.

Job role:

- Responsible for overseeing and managing operational performance delivery for a number of customers to ensure that service expectations are managed in line with KPI’s and the customers’ expectations.
- Duties will include meeting with department managers to review operational performance and liaising with overseas managers where required with regards to performance in other regions, depending on the customer’s global profile.
- Conducting service reviews with the customers on a regular basis and developing long standing trusting relationships with the customer’s operational contacts.

**Main Role Accountabilities**
- Responsibility for the operational management of several top accounts ensuring that service levels are maintained in each region where the customer has business.
- Oversight of daily operations for all areas - imports/exports/courier - but not processing jobs.
- Will need to set up daily reports and have a feedback loop with operations.
- Global responsibility for customer, not just UK.
- Regular monthly visits (on site or Skype) to present KPI and feedback to customer.
- Work closely with the CS manager on tenders in terms of carrier choice transit etc but not in terms of collating net/sell rates.
- Step into operation where required but only in extreme circumstances.
- Direct liaison with operators in order to maintain visibility
- Internal meetings with department managers and overseas managers - on site/skype.
- Manage important shipments directly ex. engine moves.
- Implement new lanes - SOP/training/onboarding.
- Overseas visits to operations where required.
- Share best practices from one account with the others.
- Look for cost savings and other efficiencies for the customer whilst maintaining/improving margin
- Review jobs with low GP.
- Work in a team with the other Account Managers.
- Gather info on business opportunities from the customer for the CS Manager.
- Compliance: Ensure SOP in place; spot check jobs for customs/process/billing; manage NCRs; manage complaints.
- Policing account activity
- Billing up to date/accurate/new rates schedules/price increases.

**Personal Attributes**
- Customer focussed with excellent attention to detail, analytical mind with ability to design and implement processes.
- A sound knowledge of Import & Express processes and excellent people management skills.

**Key Skills and Attributes**
- Ability to work on own initiative and manage customers and people.
- Supervisor level or above.
- Good with people, both internal and external. Must be able to develop relationships.
- Customer focused.
- Willing to travel.
- Good analytical skills.
- Good knowledge of freight forwarding - not just UK, take account of regional variances.
- Good overall aerospace industry knowledge.
- Has to develop a good in-depth knowledge of the customer and their staff.
- Good team worker.
- Excellent quality of work.
- Proven communication skills both written and verbal.
- Previous experience dealing with varied customer base and building strong relationships.
- Excellent process and planning skills.

**Qualifications and Experience**
- A minimum of five years industry experience.
- Sound knowledge of Word, PP, Excel. Project management software an advantage.
- Proven background in customer or people management.

As an agency we are fast becoming the number one Freight recruitment specialist. We have a fast growing reputation with most Freight related companies. Freightserve has been established since 1992 working within the Freight Forwarding and Shipping industry