Operational Key Account Manager

Job Title: Operational Key Account Manager
Location: Seattle, Washington

 

Role Summary
DHL Global Forwarding (DGF) is a global leader in air, ocean, and customs brokerage services, connecting businesses to markets worldwide. With a strong focus on digitalization, customer-centric solutions, and compliance excellence, we are transforming how global trade flows.

The Operational Key Account Manager (OKAM) is responsible for managing and continuously improving service performance and customer experience for selected key customers across the region.  This role provides strategic and operational leadership to ensure DGF delivers on its customer promise by effectively coordinating people, processes, and systems across the network. For the Colgate account, the OKAM additionally assumes commercial responsibilities, including developing action plans and forecasts to drive growth, identifying opportunities to expand business within the account, and leading all RFP/RFQ activities—from rate gathering and negotiation to submission, pre‑briefing, and debriefing. The role also ensures successful implementation of all contractual, operational, and financial requirements resulting from awards. As the operational owner of the regional customer relationship, the OKAM oversees daily execution, monitors performance, and drives improvement initiatives. Acting as an Operational Excellence ambassador, they conduct regular Gemba walks to identify process gaps, implement corrective actions, and embed best practices. The CPM collaborates closely with the global account team, leads corrective and strategic improvement projects, and supports other Operational Account Managers by sharing expertise and providing coverage where needed. Through strong governance, proactive issue resolution, and a commercial mindset, the OKAM strengthens customer satisfaction and positions DGF as the provider of choice for Colgate and other key customers.

 

What You’ll Do

• Primary external and internal contact for key customers – quick, clear and effective communications.
• Understand customer service commitments – ensure clear documentation and delivery against them.
• Performance Management – understand how we are performing and why, and what actions are required.
• Continuous Improvement – identify and deliver improvements in customer experience and service efficiency.
• Escalation Point – point of escalation for customers and internal stakeholders for issues.
• Project Management – ensure delivery of improvement projects including customer integrations.
• Conduct and support customer Business Reviews - covering performance, issues, and improvements.