About the Role
The Key Account Manager plays a critical role in driving commercial growth and service excellence across a strategic portfolio of freight forwarding customers. This position owns both the commercial and operational account management agenda, with accountability for growing revenue from new and existing key accounts while ensuring consistently high standards of operational performance.
Key Responsibilities
* Own and grow key client relationships as the single point of accountability, building trusted, multi-level stakeholder partnerships and proactively managing escalations to ensure customer satisfaction and SLA adherence.
* Lead structured client governance and engagement, including regular business and performance reviews, KPI management, and senior-level face‐to‐face interactions to ensure delivery excellence and continuous improvement.
* Drive strategic account growth and commercial outcomes, developing account strategies, expanding share of wallet, identifying cross‐sell and new solution opportunities, and supporting rate negotiations and contract renewals in line with governance standards.
* Ensure end‐to‐end operational performance and service quality, supporting onboarding, managing SOPs, monitoring performance data, resolving root causes, and driving automation and process improvements across the network.
* Own data integrity, reporting, and financial oversight, managing customer performance reporting, maintaining accurate CRM records, and partnering with finance and operations on revenue, GP, and DSO tracking.
* Collaborate cross‐functionally under a 'One Company' approach, aligning global and regional stakeholders, coordinating with account owners and network offices, and representing the business professionally with clients and at industry events.
Key Skills and Qualifications
* Strong commercial and domain foundation, supported by a relevant bachelor's degree and 5+ years' experience in freight forwarding, logistics, or account management roles.
* Proven account leadership and growth capability, with demonstrated success managing complex customer relationships and driving strategic, results‐oriented outcomes.
* Deep logistics and supply chain expertise, across international and domestic operations including air, ocean, and customs environments.
* Advanced analytical and digital capability, with strong data interpretation skills, proficiency in Excel, PowerPoint, CRM platforms (e.g. Salesforce), and familiarity with EDI/API‐driven performance and KPI management.
* Highly effective communicator and influencer, able to build trusted relationships, solve complex problems, and influence across levels, regions, and cultures without direct authority.
* Professionally grounded and values‐led, demonstrating high integrity, resilience, adaptability, and professionalism in dynamic, client‐facing environments.
Additional Requirements
* Must be entitled to work in Australia.
* Must be prepared to undertake pre‐employment checks, including a criminal history check and medical assessment.
EEO Statement
At Toll everyone is welcome including those of all ages, ethnicities, genders and abilities.
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