Customs Key Account Manager (Fixed Term Contract)

The Customs Key Account Management (KAM) group is responsible for the overall management of SCL’s premier Customs accounts, cross selling of Schenker’s Customs Brokerage and Consulting services to Canadian freight forwarding client base and increasing Schenker’s Customs Brokerage market share in industry verticals. The Key Account Manager’s role is to grow, retain and expand Schenker of Canada’s premier accounts.  He/she is expected to market Schenker’s Customs Services to existing accounts and be committed to exceeding client expectations while respecting company policies. 

•Act as the direct liaison between the customer and various functions within Schenker

•Assist and support the design of customs solutions

•Complete and/or manage processes to streamline reporting, invoicing and customer service

•Work closely with Business Development Managers to grow existing and/or new business

•Participate in developing RFQ responses 

•Generate same-customer sales plans and execute on the sales plan

•Develop and support account start-up initiatives 

•Work directly with divisional staff and industry experts to lead and support continuous improvement initiatives –cement the relationship with customers at all levels –relationship, corporate, regional, operational

•Other duties as required. 

•Travel (up to 25%) as required

•Contract – negotiate and assist in the completion of mutually beneficial contract.  

•SOP’s  - develop account specific SOP’s ensuring operations, KAM’s, and customers expectations are clearly defined and operational processes are developed/managed to meet expectations.  Also, by definition, SOP’s must define “special circumstance/exception management” ensuring the customer’s products and processes continue to flow.

•Business Reviews – Develop customer specific business reviews designed to add objectivity to the account.  The review must define the value proposition and clearly define Schenker’s performance to the value proposition.  The second key objective is to identify and track Schenker’s continuous improvement process.  The business review is a forum to discuss current performance, improvement and develop a framework to grow the business.  

•KPI’s - KPI’s are the objective basis of performance management.  “What is measured is fixed”.  KPI’s should be customized per customer.

•Business Planning – A business plan is required for each account.  The plan clearly identifies the current business (in both written and budgetary/P&L format), lays the foundation for future growth through proactive planning and “needs identification” – the KAM is responsible for 5% organic growth and new growth targets per year.  The business plan is a dynamic document that changes yearly/monthly to reflect the customer’s business evolution.  

•Continuous Improvements – Identification, documentation and implementation of continuous improvements will save the client money and/or time. One or two realistic improvements per year will create value for the customer and drive Schenker’s value beyond rates.  

•Certified Customs Specialist designation, and/or 5-7 years of relevant experience

•Excellent communication skills

•Strong organizational abilities and ability to prioritize workload

•Previous customs / freight forwarding experience preferred

•Ability to work with minimal supervision

•Strong decision making and negotiation skills

•Experience or aptitude for account management

•Microsoft Office & Ability to learn and use other applications 

•LISTENING - Has the ability to listen deeply and actively and to collect information from tone, body language and style, to enhance the verbal message.  Is able to understand the root of opinions or information and can articulate it even if in disagreement.  Recognizes that listening is critical to affecting the behaviour or agreement of others.

•CUSTOMER FOCUS - Develops and maintains mutually respectful and trusting relationships with internal and external customers and concentrates on always meeting or exceeding their expectations.  Uses customer information and feedback to continuously evolve and improve products and services. Always acts, plans and executes with the customer needs in the forefront.

•NEGOTIATING - Demonstrates diplomacy as well as being direct and forceful, has the ability to gain concessions without damaging long term relationships or dialogue.  Negotiates skillfully with internal and external groups by listening and demonstrating commitment and integrity, resulting in gained trust and credibility.

•COMPOSURE - Maintains poise and a focus on business at hand and achieving results and doesn't react to difficult personalities or situations.  Keeps a steady hand and head does not become emotional or needy.  Perseveres when encountering unexpected challenges or disruptions and signals character and self-possession.

•PERSEVERANCE - Makes a plan and sticks to it and doesn't stop until it is accomplished or finished, with energy and drive. Recognizes and accepts barriers and challenges and never gives up. 

•ACTION ORIENTED - Enjoys hard work and activity and demonstrates interest and energy in situations or areas that look like a challenge to be overcome. Not afraid to make quick decisions and recognizes and grabs more opportunities than most.

•PRESENTATION SKILLS - Is able to command and engage a group in a variety of settings, will well prepared and effectively presented material.  Creates and manages the group dynamic and is able to amend presentation strategy when it is not accomplishing the intended goal.

•WRITTEN COMMUNICATIONS - Is able to communicate clearly with the written word, and able to adapt to a variety of settings and venues.  Can communicate so that messages are decoded completely and accurately.

•DRIVE FOR RESULTS - Clearly sees goals and objectives and manages efforts effectively to achieve them.  Able to overcome barriers and to keep self and others focused.  Bottom line driven and consistently a top performer.

•ETHICS AND VALUES - Believes in and demonstrates adherence to the established and effective core values and behaviours.  Continuously sets an example as a role model and rewards the demonstrated behaviour of others.  Uses the established values as a rudder to drive decisions, provide feedback and execute the role.

Schenker of Canada is proudly committed to ensuring equitable hiring practices and believes in giving each and every applicant an equal opportunity to succeed on his or her own merit. Schenker of Canada strives to ensure that all recruiting processes are non-discriminatory and barrier-free and will provide accommodations throughout the recruitment process to applicants with disabilities. If you are selected to participate in our recruitment process, please inform either the recruiter or the hiring manager of the nature of the accommodation(s) that you may require. Information received relating to accommodation needs of applicants will be addressed confidentially.