Position Description: Key Account Manager

Location: Melbourne, Australia

Portfolio Scope: Freight Forwarding & Contract Logistics

Reporting Manager: National Sales Manager

OIA Global delivers resilient supply chain solutions that adapt to a dynamic world. Going beyond transportation management to offer contract logistics services, innovative packaging solutions, raw materials management, 4PL supply chain orchestration, and several advanced technology solutions. Through proven solutions and exceptional service, we go above and beyond to find the path to success for every customer. Together, we are on a mission to deliver peace of mind.

Headquartered in Portland, Oregon, USA, OIA Global was founded in 1988 and operates in 30 countries, with 60+ owned offices worldwide

Position Summary

The Key Account Manager is responsible for the strategic management, retention and profitable growth of assigned customer accounts across OIA Global's Freight Forwarding and Contract Logistics businesses. The role may manage customers across either or both service areas according to business requirements.

The role acts as the primary commercial relationship manager and internal customer advocate. It is accountable for account strategy, customer governance, commercial performance, contract management, cross-service growth opportunities and clear visibility of performance against client-specific commitments and key performance indicators.

The role works closely with the National Sales Manager, Freight Forwarding and Contract Logistics Operations Managers, operational teams, Quality/Risk and other functional specialists. It coordinates customer communication, reporting, escalation and follow-through; however, operational execution, investigations, corrective and preventative actions, vehicle-damage management, and risk and compliance ownership remain with the relevant operational and Quality/Risk functions.

Supervisory Responsibilities:

None.

Duties and Responsibilities:

Strategic Account Management

- Develop and maintain trusted, long-term relationships with senior customer stakeholders across procurement, supply chain, logistics, operations, finance and commercial functions.

- Serve as the primary point of contact and internal customer advocate for the assigned portfolio of strategic accounts.

- Develop and maintain documented account plans covering customer priorities, key stakeholders, contractual commitments, commercial performance, service expectations, risks, opportunities and growth strategies.

- Maintain a detailed understanding of each customer's business, supply chain, Freight Forwarding and Contract Logistics requirements, product pipeline, sector developments and future logistics needs.

- Establish appropriate customer governance, including regular performance meetings, quarterly business reviews and executive-level engagement.

- Build relationships across multiple levels within each customer organisation to strengthen account continuity and reduce reliance on individual contacts.

Freight Forwarding and Contract Logistics Portfolio Development

- Manage assigned accounts across Freight Forwarding, Contract Logistics or an integrated combination of both, according to customer and business requirements.

- Represent OIA Global's full Freight Forwarding offering across applicable modes and related services, connecting customers with the appropriate operational and product specialists.

- Represent OIA Global's Contract Logistics capabilities, including warehousing, distribution, vehicle storage and processing, renewable-energy logistics and related value-added solutions.

- Maintain Vehicle and Renewable Energy accounts as a key retention, development and growth focus within the Contract Logistics portfolio.

- Identify profitable organic growth and cross-selling opportunities between Freight Forwarding and Contract Logistics, as well as relevant packaging, 4PL, technology and other OIA Global solutions.

- Work with the National Sales Manager, Freight Forwarding Operations, Contract Logistics Operations and other functional teams to develop commercially viable proposals for new or expanded customer requirements.

- Support account-related referrals, inside-sales activity and selected new-business opportunities arising from the assigned customer portfolio.

- Support contract extensions, renewals, tenders and requests for proposal relating to assigned accounts.

- Maintain an accurate prospect pipeline by account and service line, providing timely updates on potential revenue, margin, timing and probability.

- Monitor developments across customer industries, with particular attention to automotive, electric vehicle and renewable-energy sectors.

Commercial and Contract Management

- Maintain a thorough understanding of customer contracts, pricing schedules,



service-level agreements, performance commitments, review mechanisms and commercial obligations.

- Monitor account revenue, gross profit, margin and cost-to-serve against budget and agreed commercial expectations.

- Prepare and maintain accurate account budgets, forecasts and financial performance reporting.

- Coordinate pricing reviews, indexation, contract variations and commercial negotiations in consultation with Sales, Finance, Legal and relevant operational leaders.

- Identify unprofitable services, scope creep, unrecovered costs and activities performed outside agreed contractual arrangements.

- Ensure additional customer requirements are documented, costed, approved and commercially recovered before commitments are made.

- Actively manage contract renewal dates, notice periods, pricing review dates and other material commercial milestones.

- Prepare proposals, support negotiations and close agreed commercial actions within delegated authority, escalating material disputes, margin deterioration or commercial risks as required.

Client Performance Reporting and Operational Liaison

- Maintain clear visibility of client-specific service commitments, service-level agreements and key performance indicators.

- Work with the relevant Freight Forwarding and/or Contract Logistics Operations Managers and operational teams to obtain, validate and interpret performance information for customer reporting and business reviews.

- Prepare and present accurate performance reports, highlighting results, trends, exceptions and matters requiring customer or leadership attention.

- Liaise with the relevant operational owner when performance falls below commitment and track agreed actions, timeframes and customer communications through to closure.

- Coordinate customer communication and escalation for service issues, complaints, incidents or vehicle-damage matters while the relevant Operations Manager and Quality/Risk function retain ownership of investigation, corrective and preventative actions and technical resolution.

- Support onboarding, mobilisation, volume changes, new product launches and service changes by representing customer and commercial requirements; functional teams remain accountable for operational planning and execution.

- The role does not directly manage operational teams or perform operational, quality, risk or compliance work.

Account Governance and Reporting

- Coordinate regular customer performance meetings and quarterly business reviews.

- Prepare clear, accurate and commercially focused customer presentations, account updates and executive summaries.

- Maintain action registers, allocate actions to the appropriate functional owners and track completion against agreed timeframes.

- Provide regular portfolio updates to the National Sales Manager covering commercial performance, client KPI results, customer sentiment, material issues, risks and growth opportunities.

- Maintain accurate customer, contact, contract and opportunity information within the company's customer relationship management system.

- Ensure material customer decisions, commitments and commercial discussions are appropriately documented and communicated.

Stakeholder Management

- Partner effectively with Freight Forwarding Operations, Contract Logistics Operations, Vehicle Operations, Transport, Finance, Commercial, Legal, Quality/Risk, Safety, IT, Solutions and other relevant teams.

- Establish and maintain clear accountability between Sales, Account Management and functional owners for customer commitments and deliverables.

- Coordinate internal stakeholders when resolving complex customer matters or developing new solutions.

- Ensure internal teams understand customer priorities, contractual commitments and the commercial importance of each account.

- Facilitate appropriate executive sponsorship and leadership engagement for strategic customers.

Risk, Compliance and General Employee Responsibilities

- Comply with applicable legislation and OIA Global policies, procedures and standards in the same manner as all employees.

- Maintain appropriate awareness of safety, quality, environmental, security, chain-of-responsibility and other compliance considerations relevant to customer activities.

- Promptly identify and refer potential operational, quality, safety, compliance or reputational concerns to the relevant Operations Manager and/or Quality/Risk function.





- Cooperate with audits, reviews and investigations when requested, while ownership and management of risk, compliance, investigations and corrective actions remain with the designated functional owners.

- Avoid making customer commitments that have not been appropriately reviewed and approved by the accountable operational, commercial or functional owner.

Required Skills and Abilities:

Essential:

- At least 3 years' experience in key account management, commercial management, customer solutions or a comparable client-facing role.

- Demonstrated experience managing large, complex or strategically important business-to-business customer accounts.

- Experience within Freight Forwarding or Contract Logistics, with demonstrated ability to manage accounts involving multiple logistics services or business functions.

- Strong commercial and financial understanding, including revenue, gross profit, margin, pricing, budgeting, forecasting and cost-to-serve analysis.

- Experience managing contractual requirements, pricing reviews, service-level agreements and customer performance reviews.

- Demonstrated ability to interpret client KPI results, prepare customer reporting and coordinate action with functional owners.

- Strong stakeholder-management capability and the ability to coordinate customer outcomes across multiple internal functions without direct authority.

- Strong written and verbal communication skills, including the ability to present to senior customer and internal stakeholders.

- Strong analytical, reporting, negotiation and problem-solving capability.

- Advanced proficiency in Microsoft Excel, PowerPoint and customer relationship management systems.

- Current Australian driver licence and willingness to undertake interstate travel.

Desirable:

- Experience managing automotive manufacturers, vehicle importers, fleet, electric vehicle or renewable-energy customers.

- Experience in finished-vehicle logistics, vehicle storage, vehicle processing, distribution or related automotive operations.

- Exposure to battery storage, energy equipment, solar, charging infrastructure or other renewable-energy supply chains.

- Experience across both Freight Forwarding and Contract Logistics, including multimodal international forwarding and integrated supply chain solutions.

- Experience participating in tenders, contract renewals, pricing reviews and commercial negotiations.

- Experience working within a global or multinational logistics organisation.

- Relevant tertiary qualification in business, supply chain, logistics, commerce or a related discipline.

- Experience using business intelligence, warehouse management, transport management or enterprise resource planning systems.

Key Performance Indicators:

- Retention and successful renewal of assigned customer contracts.

- Achievement of agreed revenue, gross profit and margin targets across the assigned Freight Forwarding and Contract Logistics portfolio.

- Profitable growth generated through account development, cross-selling between Freight Forwarding and Contract Logistics, referrals and agreed inside-sales activity.

- Retention, development and performance of key Vehicle and Renewable Energy accounts within the Contract Logistics portfolio.

- Customer satisfaction, relationship quality and appropriate executive engagement.

- Accurate and timely reporting of performance against client-specific key performance indicators and commitments.

- Effective liaison with functional owners and timely follow-through on agreed customer and internal actions.

- Accuracy of account budgets, forecasts and opportunity pipeline reporting.

- Completion and quality of account plans, customer performance meetings and quarterly business reviews.

- Effective management of contract renewal, pricing review and indexation dates.

- Reduction of commercial leakage and recovery of approved out-of-scope costs.

- Accurate and current customer, contract, contact and opportunity records in the customer relationship management system.

Physical Requirements:

- Prolonged periods of sitting at a desk and working on a computer.

- Interstate travel and customer or operational-site visits as reasonably required.

- The work environment characteristics described here are representative of those encountered while performing the essential functions of this role. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

OIA Global is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, colour, religion, sex, sexual orientation, gender identity, national origin or disability. We offer an exciting and growth-oriented work environment, and OIA employees enjoy competitive salaries and excellent benefits.

📌 Key Account Manager (Melbourne)
🏢 Recognized
📍 Melbourne