C.H. Robinson is currently seeking a Key Account Manager responsible for driving growth and maximizing retention across a portfolio of strategic accounts. Based in Sydney, the Key Account Manager will identify, develop, and expand freight forwarding opportunities across air, ocean, and multimodal transportation services while driving demand and maximizing customer value. They will deliver tailored logistics solutions aligned to customer needs, serve as the primary point of accountability, and partner with internal teams and global stakeholders to ensure exceptional service delivery and long-term customer success.
DUTIES AND RESPONSIBILITIES
The duties and responsibilities of this position consists of, but are not limited to, the following:
Business Development:
Accountable to elevate and expand credible relationships across functional departments within the customer supply chain
Leverages network SME’s to collaborate on the solution and pipeline development of product, mode, or service line opportunities
Expands market share by driving an active opportunity pipeline and qualification process in CRM, and when applicable collaborate with additional resources to identify and drive market share expansion
Conducts regular business reviews, leveraging internal data and market intelligence to gain customer insights, and understand positive and negative trends in data, to uncover new opportunities for growth, increase sales, and retain and grow the business by presenting strategic solutions to customers
Uses strategic negotiation and sales strategies at the management and director level in discussing complex pricing and selling solutions with customers
Analyzes and shares customer specific data, requirements and expectations with internal resources in order to collaboratively create viable supply chain solutions for customers
Can confidently and effectively represents our digital solutions through a deep understanding of how to apply technology and analytics to customer strategy
Applies multi-faceted knowledge of market intelligence, customer information and internal data/intelligence to identify new opportunities, provide customers with business insights, and improve customer outcomes
Owns account strategy including RFP, proposal, and award management through a clear understanding of customer buying habits and CHRs position within the customer’s supply chain
Proactively manages customer pricing strategy by leveraging internal tech, tools and SMEs
Consistently pursues personal development opportunities to expand understanding of Robinson’s modes/services/products and technology
Customer Experience:
Manages conflict and navigates difficult conversations with the customer, using tact and diplomacy
Acts as an advocate for customers, internally conveying their customer-specific needs across the organization, to ensure proper alignment and prioritization of resources
Targets and manages road map toward continuous improvement for their customers working directly with the account team to ensure exceptional service is delivered to C.H. Robinson customers
Collaborates and actively communicates with partners on the capacity/product/supply team to identify strategic solutions for complex issues
Engages internal leadership team members to ensure alignment, resource prioritization and participation in account strategy
Partners with operations and capacity/product/supply teams to ensure optimal execution through the use of SOPs, best in class business processes, and mutually agreed upon customer KPI’s
Partners with sales team to provide holistic plan for transition of customer accounts, define expectations and timelines, seek opportunities to leverage automation and set plans for execution
Accountable to customer feedback, inclusive but not limited to NPS survey corrective response action planning
Financial Accountability and Process Efficiency:
Proactive review of financial results, volume, and service performance reports and to monitor and drive account health
Identifies and implements solutions to champion process improvement and cost avoidance for customer
Understands negotiated payment terms and ensures AR processes are adhered to
Regularly reviews AR dashboard and ensures timely action is taken with customers
Other duties or responsibilities as assigned according to the team and/or country specific requirements
QUALIFICATIONS
Required:
High School diploma/ Graduation or equivalent
Minimum 5 years of experience managing customer accounts and driving account growth in freight forwarding and logistics.
Ability to travel up to 30%
Preferred:
Bachelor’s degree from an accredited college or university
Proficient in Microsoft Office Suite of Programs
Demonstrates and drives a data driven approach
Demonstrated influencing, negotiation, collaboration, communication and presentation skills
Proven track record of delivering measurable financial results through sales or account management solutions
Values a diverse and inclusive work environment
Disclaimer:
This job description is intended to generally describe the nature and level of work to be performed by employees in this position. It is not intended to be construed as an exhaustive list of all responsibilities and skills required of employees performing this role.
Benefits
At C.H. Robinson Oceania, we are a proud Equal Opportunity employer offering flexible work to support a work/life balance along with offering a broad range of career development opportunities. We have an experienced and passionate team who work collaboratively to deliver smarter solutions for our clients. Employees have access to our well regarded, confidential Employee Assistance Program. Our Robinson Cares program allows our employees to give back to the community.
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