Operational Key Account Manager, Road Transport

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DSV - Global transport and logistics
In 1976, ten independent hauliers joined forces and founded DSV in Denmark. Since then, DSV has evolved to become the world's 3rd largest supplier of global solutions within transport and logistics. Today, we add value to our customers' entire supply chain by transporting, storing, packaging, re-packaging, processing and clearing all types of goods. We work every day from our many offices in more than 80 countries to ensure a steady supply of goods to production lines, outlets, stores and consumers all over the world. Our reach is global yet our presence is local and close to our customers.  Read more at www.dsv.com

 

Location: USA - Lancaster, Midpoint Dr 

Division: Road 
Job Posting Title: Operational Key Account Manager, Road Transport - 96617 
Time Type: Full Time

 

Summary

 

As a Key Operational Account Manager in Operations at DSV Road Transport, you will serve as the primary liaison for strategic customers across our organization. This role is responsible for managing day-to-day operations, enhancing service delivery, and identifying growth opportunities. In addition, you will support and lead cross-functional projects tied to customer initiatives, helping to implement scalable solutions that improve overall client experience and performance.

 

Key Responsibilities

 

Account Management

• Serve as the primary point of contact for designated key accounts across freight brokerage and asset-based trucking operations.
• Build and maintain relationships with multiple stakeholders within the customer organization and internally across departments.
• Collaborate with internal teams and DSV divisions to maintain and grow share of wallet.
• Ensure accurate and timely rate communication to operations and internal systems for rating/billing purposes.
• Provide market insights and forecasting strategies to help customers navigate pricing and capacity fluctuations.
• Create, maintain, and regularly update customer-specific Standard Operating Procedures (SOPs).
• Lead new account onboarding and implementation plans, ensuring successful integration across all service lines.

 

 

Operational Execution

• Manage end-to-end execution of customer freight—both brokerage and asset-based—ensuring high service levels.
• Identify operational risks, inefficiencies, or service gaps and drive resolution through root cause analysis.
• Coordinate with internal stakeholders (dispatch, carrier sales, customer service, etc.) to align daily execution with customer expectations.
• Respond to spot quote requests and identify opportunities to upsell or expand service offerings.
• Ensure adherence to data quality standards, including timeliness of updates and billing KPIs.
• Monitor and maintain account-level Accounts Receivable (AR) metrics within company standards.

 

 

Performance Review & Reporting

• Monitor customer performance against committed volumes and SLAs across both trucking and brokerage services.
• Conduct regular client reviews with actionable insights, tracking follow-up items to completion.
• Provide and customize reporting to meet client expectations, including operational KPIs and business analytics.

 

Strategic Projects & Customer Initiatives

• Lead or support strategic projects that align with customer goals, such as dedicated fleet solutions, digital integrations, or supply chain optimization initiatives.
• Collaborate with cross-functional stakeholders (e.g., IT, pricing, compliance, engineering) to deliver customer-focused improvement