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Key Account Manager

2 weeks ago

Port Melbourne, Australia C.H. Robinson Full time

As one of the largest global third-party logistics (3PL) providers, C.H. Robinson helps organisations around the world get the products they need, where and when they need them. We are the Oceania Region of C.H. Robinson’s Global Forwarding Division, with offices in Australia and New Zealand. We bring together our team of experts to solve logistic challenges in our core services of Sea Freight, Air Freight, Domestic Freight and Customs Brokerage.

Our culture is driven by our people, process and technology. We promote an atmosphere rich in customer focused execution and entrepreneurial spirit.

The **Key Account Manager (KAM) **is responsible to drive growth and maximise retention of a portfolio of accounts. The Key Account Manager identifies new commercial opportunities within their portfolio, and sells creative solutions aligned to the customer needs. As the primary point of accountability, the Key Account Manager is responsible for customer advocacy, driving continuous improvement and collaborating to deliver on customer commitments across multiple teams and geographies using their broad understanding of C.H. Robinson’s (CHR’s) industry leading modes/services/products, technology, and business process.

**Location**:
This role is based in our Port Melbourne office, however a hybrid, flexible work arrangement applies.

**About You**:

- At least 5 years industry experience or a relevant bachelor degree with at least 2 years relevant industry experience.
- An understanding of supply chain terminology, concepts, and sector/segment expertise
- A strong customer focus
- Great communication skills and presentation skills
- Excellent problem-solving skills
- Attention to detail
- Commercially focused

**Duties and Responsibilities**:
The duties and responsibilities of this position consist of, but are not limited to, the following:
**Customer Relationship Management**:

- Accountable to identify, 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
- Analyses and shares customer specific data, requirements, and expectations with internal resources in order to collaboratively create viable supply chain solutions for customers
- 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

**Benefits**:
At C.H. Robinson Oceania, we are a proud Equal Opportunity employer offering flexible work to suppor