Manager/Sr. Manager - Key Account Management - Customer Service

About PSA BDP

PSA BDP, a member of the PSA Group, is a leading provider of globally integrated and port-centric supply chain, transportation, and logistics solutions. The company is headquartered in Philadelphia, PA, and employs more than 5,500 people worldwide.

We are a team that celebrates our unique diversity and close-knit community atmosphere. Our core values begin at the very top and span the broad reach of our global community.

We offer dynamic careers for those individuals looking to be a part of something bigger and provide unequivocal opportunities for growth within the organization.

PSA BDP serves over 5,000 customers, including some of the world's leading multinational companies within the chemical, retail & consumer, life sciences & pharmaceuticals, and electric vehicle & industrial verticals.

Key Responsibilities & Experience:

• Extensive Experience:

  Over 15 years of expertise in Customs operations and Customer Service.

• Client Relationship Management:

  Proactively manage relationships with a defined portfolio of customers and prospects.

• Performance & Compliance:

  Oversee Service Level Agreements (SLAs) with Standard Operating Procedures (SOPs), conducting monthly performance reviews with clients. Ensure all Customs entries and processes comply with AEO standards and latest regulations/circulars.

• Budget & Pipeline Management:

  Deliver regional/country customer budgets by maintaining a robust pipeline, ensuring strong contractual performance, and applying proactive strategies.

• Operational Excellence:

  Monitor Daily Status Reports, ensure Key Performance Indicators (KPIs) are met, and prepare delay analysis matrices for deviations beyond KPIs.

• Strategic Engagement:

  Conduct Quarterly Business Reviews (QBRs) and Business Process Reviews (BPRs) with both customers and internal stakeholders.

• Strategic Alignment:

  Ensure Key Account activities align with global/regional sector strategies and contribute to regional customer initiatives and global business plan implementation.

• Collaboration:

  Coordinate with Business Development Managers (BDMs) on customer inquiries, account planning, and business reviews. Provide regular updates to BDMs and executive sponsors on business-critical issues, and consult on potential solutions and best practices.

• Implementation & Handover:

  Collect relevant customer information for RFI/RFP/RFQ, prepare documents for customer implementation, and ensure proper operational handover to meet customer expectations (SLAs & SOPs).

• Financial Acumen:

  Achieve financial targets through timely billing and efficient Accounts Receivable collection, managing DSO/DPO delta.

• Growth Opportunities:

  Drive growth within existing accounts by identifying and targeting new products or seizing spot opportunities.

• Customs & Trade Compliance:

  Result-oriented professional with extensive experience in Customs Clearance and Trade Compliance, staying updated on all relevant circulars/notifications.

Requirements

• Experience

  : Minimum of 15 years in Customer Service and Key Account Management (KAM).

• Education

  : Graduate degree required.