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Senior Operational Key Account Manager, Customer Service Manager VMI – One Source
Cookie InformationSenior Operational Key Account Manager at DSV leading customer service strategy in Israel. Overseeing teams and driving customer satisfaction while collaborating globally.
Tech Stack
Tools & technologiesERP
About the role
Key responsibilities & impact- Lead the customer service strategy in Israel and translate company vision into measurable departmental objectives
- Directly manage Project Managers and Team Leads across VMI and One Source operations
- Develop and maintain strong relationships with strategic customers, ensuring high levels of satisfaction
- Identify and drive business development opportunities within existing customer accounts
- Manage ongoing customer interactions, including meetings, business reviews, and status updates
- Handle complex escalations and provide structured, long-term solutions
- Ensure compliance with KPIs, SLAs, and service performance targets
- Analyze operational performance and produce management reports to support decision-making
- Drive continuous improvement initiatives and optimize cross-functional processes (Operations, Purchasing, Logistics, etc.)
- Collaborate with global stakeholders across the organization
- Lead training, coaching, and development of managers and teams
- Ensure adherence to processes, policies, and data integrity standards
- Manage workload distribution and prioritization at the departmental level
- Oversee resource planning aligned with business needs
- Perform additional duties as assigned
Requirements
What you’ll need- Bachelor’s degree in a relevant field (Supply Chain, Industrial Engineering, Business Administration, or similar)
- Minimum of 5 years of experience in Customer Service and/or Supply Chain roles
- Proven experience managing teams and managers
- Experience working with global and/or strategic customers
- Advanced proficiency in Microsoft Office Suite (especially Excel)
- ERP system experience
- Experience with BI tools and data analysis – advantage
- Hebrew – Native
- English – High level (verbal, written, and reading)
Benefits
Comp & perks- Lead the customer service strategy in Israel and translate company vision into measurable departmental objectives
- Develop and maintain strong relationships with strategic customers, ensuring high levels of satisfaction
- Identify and drive business development opportunities within existing customer accounts
- Ensure compliance with KPIs, SLAs, and service performance targets
- Drive continuous improvement initiatives and optimize cross-functional processes (Operations, Purchasing, Logistics, etc.)
- Collaborate with global stakeholders across the organization
- Provide structured, long-term solutions to customer escalations
- Manage workload distribution and prioritization at the departmental level
- Oversee resources planning aligned with business needs
ATS Keywords
✓ Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
customer service strategybusiness developmentoperational performance analysisKPI complianceSLA compliancedata analysisresource planningteam managementtraining and coachingprocess optimization
Soft Skills
relationship managementproblem-solvingcommunicationleadershipcollaborationprioritizationadaptabilitystrategic thinkingcustomer satisfaction focusescalation management
Certifications
Bachelor’s degreeSupply ChainIndustrial EngineeringBusiness Administration