Customer Logistics/Key Account Manager

Role Summary

The Customer Logistics or Key Account Manager acts as the primary liaison between your company and major clients. You oversee logistics solutions tailored to customer needs, manage service levels, and build strong relationships. Your role ensures customer satisfaction, timely deliveries, and operational alignment with client expectations.

Required Education, Certifications, and Experience

Education:

Bachelor’s degree in Business, Logistics, or related field.

Certifications:

  • Certified Supply Chain Professional (CSCP)
  • Certified Professional in Customer Relationship Management (CPCRM)
  • Strategic Account Manager Certification (SAMA)
  • Certified Logistics Associate (CLA – MSSC)
  • Lean Six Sigma Green Belt

Experience:

5 plus years in logistics or account management.
Experience managing key client accounts.
Strong cross-functional collaboration skills.

Core Skills

  • Client relationship management
  • Logistics coordination
  • Problem solving
  • Communication skills
  • Data analysis

A Hypothetical Day in the Life of a Customer Logistics/Key Account Manager

7:00 AM- You start by reviewing client shipment statuses and open service issues from overnight. One key customer has flagged a delayed delivery. You immediately gather information from operations and dispatch teams to provide a clear status update and mitigation plan to the client.

8:00 AM- You conduct a team briefing with account service and logistics coordinators to align on customer priorities and upcoming shipments. Clear communication helps prevent service disruptions and ensures everyone understands client expectations.

9:30 AM- You analyze performance metrics for your key accounts, identifying trends in delivery times, costs, and service issues. You prepare reports to share with clients and internal stakeholders, driving transparency and continuous improvement.

11:00 AM- You meet with clients virtually or onsite to review service levels, discuss challenges, and explore opportunities for enhanced logistics solutions. Building trust and responsiveness is essential to maintaining long-term partnerships.

12:30 PM- Lunch is often spent catching up on emails and preparing presentations or proposals for upcoming client meetings. Time management is key to balancing customer demands and internal responsibilities.

2:00 PM- You coordinate with operations and procurement to address any supply chain bottlenecks affecting key accounts. Proactive problem-solving reduces risks and supports reliable service delivery.

3:30 PM- You hold one-on-one check-ins with account team members, coaching on client communication and issue resolution to improve overall service quality.

5:00 PM- You finalize daily reports and send updates to clients, ensuring transparency on performance and any outstanding issues. You escalate critical concerns to senior management as needed.

6:30 PM-You wrap up by reviewing the next day’s client meetings and priorities, setting the stage for proactive account management and operational alignment.