Operational Account Specialist Europe

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For the better. Together.

About The Job

As an Operational Account Management Specialist, you'll be the central point of contact for operational service quality on our key Air & Sea customer accounts. You make sure commitments are kept, issues get resolved fast, and the customer always knows where things stand.

In This Role, You Will

• Own service performance outcomes (on-time delivery, SLA adherence, data quality) for your assigned accounts, and align Operations and Product teams around them
• Lead regular service huddles and review performance dashboards to catch risks early
• Act as the customer's main point of contact during major service disruptions, communicating impact, actions, and recovery outlook, while day-to-day execution stays with our Operations teams
• Drive continuous improvement, from recurring data issues to process redesign, working closely with our Business Process Management colleagues
• Prepare and support customer business reviews (QBRs) and provide Sales with data-driven input for upsell opportunities
• Be the customer's voice inside Hellmann, and Hellmann's voice to the customer

About You

• 5-8 years of experience in international freight forwarding (Air and/or Sea), ideally with ownership of strategic key accounts
• Experience building and rolling out standard operating procedures, and handling exceptions in day-to-day operations
• Strong analytical skills: you can turn raw data into a clear story and know what action comes next
• Familiarity with root-cause methods (e.g. 5-Whys, fishbone, PDCA) is a plus
• Excellent communication skills: calm, clear, and solution-focused, even in tough customer conversations
• Ability to influence and get results in a matrix organization without formal authority
• Confident with PowerBI, Excel, and ideally shipment visibility/tracking tools
• 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 (approx. 10-25%) for customer meetings and project work

Our Benefits

• A strong team spirit and a lot of fun working together
• A safe, multicultural, and inclusive environment
• Individual opportunities for growth and development
• A pleasant and supportive working atmosphere
• Coffee, tea, and fruit in the office

Inklusion und soziale Vielfalt sind fest verankerte Werte in unserer Unternehmenskultur. Unabhängig von Geschlecht, Alter, etwaigen Behinderungen, Religion, ethnischer Herkunft oder sexueller Identität: Wir freuen uns darauf, dich kennenzulernen!