Key Account Manager

Overview

We’re hiring a Key Account Manager to own and grow existing retail accounts within an international freight environment. This is a true account management role — you’ll be the bridge between the customer, operations, and (at times) sales ownership, ensuring strong service execution while driving account expansion.

This team operates in a fast-moving, flat organization with high visibility and high expectations. Success here requires strong judgment, thick skin, and the ability to calmly prioritize when multiple urgent items hit at once.

• Own existing client relationships (retention + expansion)
• Manage existing accounts (not hunting/new logo sales)
• Start with one core account, then expand to additional accounts over time based on performance and capacity
• Identify opportunities to expand wallet share (new lanes, service lines, domestic add-ons, etc.)

• Be the bridge between customer, operations, and sales
• Serve as the escalation point for service issues and customer problem-solving
• Coordinate with internal operations and global origin counterparts across time zones
• Partner with sales on account strategy (and gradually take more day-to-day ownership)

• Use data to drive decisions and storytelling
• Build reports, reviews, and insights that help customers understand performance and next steps
• Support pricing/quoting collaboration and provide account visibility tied to KPIs and margin

• Lead business reviews and process improvements
• Run structured customer touchpoints (monthly/quarterly/annual business reviews)
• Drive continuous improvement initiatives and optimization for accounts that need process cleanup

• You’re calm under pressure and can prioritize fast without dropping the ball
• You can deliver bad news professionally (no sugarcoating, no conflict)
• You delegate effectively and leverage shared service support instead of trying to do everything yourself
• You build credibility with customers because you understand operations — not just relationship management
• You’re hungry to grow with the business (this is not a “coast” environment)

• Experience in international freight (strong preference for ocean + air); customs brokerage familiarity is a plus
• Experience managing or supporting global accounts (multi-origin / multi-country coordination)
• Data comfort:
  Excel/reporting, margin awareness, and the ability to interpret performance trends
• Retail / production logistics exposure is a plus

Experience level: Typically 3–7+ years relevant logistics/freight/account management experience (open to strong operational leaders moving into account ownership).

• This is not strictly a 9–5 role. Some customer/origin coordination may happen after hours.
• Typical expectation: check messages/email once before bed to prevent bottlenecks; true emergencies are handled as needed.
• The pace is high, the workload can be heavy — and the team is looking for someone who wants to grow long-term.

• Competitive base salary + commission tied to account gross profit (GP)
• Additional annual upside tied to individual, vertical, and company performance (details discussed during process)
• Meaningful total comp potential for strong performers