Operational Account Specialist Europe
13 days ago
El Prat de Llobregat
Experteer Overview In this role, you serve as the central contact for operational service quality on key Air u0026amp; Sea accounts, ensuring commitments are met and disruptions are managed with clear communication. You align Operations and Product teams around performance outcomes and drive data-driven improvements. You’ll lead service huddles, review dashboards, and contribute to business reviews to support upsell opportunities. This position sits at the heart of our customer-centric logistics organization, shaping service excellence across global accounts. Compensaciones / Beneficios • Own service performance outcomes (on-time delivery, SLA adherence, data quality) for assigned accounts and align Operations and Product teams around them • Lead regular service huddles and review performance dashboards to identify risks early • Act as customer’s main contact during major service disruptions, communicating impact and recovery outlook while execution remains with Operations • Drive continuous improvement, addressing recurring data issues and redesigning processes with Business Process Management colleagues • Prepare and support customer business reviews (QBRs) and provide data-driven input for upsell opportunities • Be the customer's voice inside Hellmann and Hellmann’s voice to the customer Responsabilidades • 5-8 years of international freight forwarding experience (Air and/or Sea) with ownership of strategic key accounts • Experience building and rolling out standard operating procedures and handling day-to-day operational exceptions • Strong analytical skills to turn data into actionable insights • Familiarity with root-cause methods (5-Why, fishbone, PDCA) is a plus • Excellent communication skills: calm, clear, solution-focused • Ability to influence and deliver results in a matrix organization without formal authority • Proficiency with PowerBI and Excel; familiarity with shipment visibility/tracking tools is a plus • Bachelor’s degree (Business, Logistics, Supply Chain) or equivalent experience; Lean/CI certification a plus • Fluent English; additional languages are a plus • Willingness to travel occasionally (10-25%) for customer meetings and project work Requisitos principales •