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Are you thinking about advancing your career with one of the most successful logistics organizations worldwide? Here at QuickSTAT, our Jamaica/Queens/New York location is looking for a new Air Logistics Operational Key Account Manager to join our Air Logistics team.

Your Role

Manage and monitor key account customers and ensure compliance with all agreed company policies. Ensure that the needs of QuickSTAT customers are being satisfied consistently and that excellence in customer service is promoted throughout the organization. Work collaboratively with operations and sales management to ensure maximum client satisfaction.

Your Responsibilities

• Develop and maintain strong relationships with key clients to ensure they do not turn to competition.

• Acquire a thorough understanding of Key Customer needs and requirements.

• Expand the relationship with existing customers by continuously proposing solutions that meet their objectives.

• Ensure the correct products and services are delivered to customers in a timely manner.

• Lead the Customer Relationship Management team (CRM’s) to ensure all CRM client deadlines are met. Ensure there is adequate CRM coverage of all client accounts during business hours and out of hours.

• Serve as the link of communication between key customers and internal teams.

• Resolve any issues and problems faced by customers and deal with complaints to maintain trust.

• Play an integral part in generating new sales that will turn into long-lasting relationships.

• Prepare daily activity reports and maintain overall awareness of live shipments.

• Complete and send client reports/KPI’s /QBR and Investigation reports in accordance with specific client requirements.

• Prepare regular reports of progress and forecasts to internal and external stakeholders using key account metrics.

• Understand client tariffs and handle quotations and pricing requests

• Monitor client profit and loss accounts to maintain agreed levels of profitability.

• Attend off site client meetings.

• Provide shipment specific updates where required.

• Escalate all client issues to the QuickSTAT management team and applicable Business Development account Manager.

• Customs Invoice / Shipping approvals.

• Monitor / Assist with live bookings / collection orders.

• Maintain Site lists and distribute Site letters / Starter Packs where required.

• QuickSTAT operating system: Maintain QuickTRACK, to include SI’s (Special Instructions) and customer information. First Class, to include client email / contact group information updates.

• Out of hours client & CS support as required: NB: Dependent on client requirements CRM’s may be issued with a company mobile phone / Laptop to perform this function, QuickSTAT Manager to decide coverage.

• To undertake any other reasonable duties/responsibilities at the request of the Senior Management.

• Ensure compliance with company policies and procedures.

Your Skills and Experiences

• A minimum of 5 years industry related experience

• Excellent Broad understanding of Courier Operations including Import / Export / Warehouse & Transport

• Excellent knowledge of international and domestic airline routings, geography and time zones

• Specific knowledge of Clinical trial Logistics to include: Temperature Controlled Shipping and Packaging, Clinical Trial Courier Operations and client set up, and broad understanding of regulatory requirements specific to Clinical Trial Logistics

• Broad understanding of regulatory requirements specific to Clinical Trial Logistics

• Demonstrate efficient risk assessment, problem analysis and problem resolution capabilities

• Understand the concept of customer care, and how to identify the root cause of problems and communicate issues with tack and diplomacy

• Strong interpersonal and communication skills

• Excellent at conflict resolution

• Ability to identify and solve problems

• Extensive Customer Service experience required

• Group leadership skills

Good Reasons to Join

At QuickSTAT we strive daily to inspire, empower, and deliver not only to our customers, but also to our colleagues. We offer a dynamic global work environment with opportunities for excellent training programs and career mobility. The target salary range for this position is between $60K and $85K. Base salary is part of a competitive total rewards package that includes health and welfare benefits, a 401k retirement savings plan, tuition reimbursement, and incentive compensation for eligible roles. Individual pay may vary from the target range and is determined by a number of factors including experience, skills, job location, internal pay equity, and other relevant business considerations. QuickSTAT reviews pay ranges regularly to ensure competitive and fair pay based on industry market data. #LI-Onsite

Kuehne + Nagel is an equal employment/affirmative action employer. If you require an accommodation for any part of the online application process due to a disability, please contact the Employee Services HR Help Desk at 1-800-267-1326 during the hours of 8:00am - 5:00pm EST; Monday through Friday or via e-mail at: HR.helpdesk@kuehne-nagel.com with the nature of your request. We will answer your inquiry within 24 hours.