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Key Account Manager

Job ID
2nd Floor, Unit B1, Banksmeadow, New South Wales, Australia, 2019
Job TypeFull time

As one of the largest global third-party logistics (3PL) providers, C.H. Robinson helps organisations around the world get the products they need, where and when they need them. We are the Oceania Region of C.H. Robinson’s Global Forwarding Division, with offices in Australia and New Zealand. We bring together our team of experts to solve logistic challenges in our core services of Sea Freight, Air Freight, Domestic Freight and Customs Brokerage.

Our culture is driven by our people, process and technology. We promote an atmosphere rich in customer focused execution and entrepreneurial spirit.

The Key Account Manager (KAM) is responsible to drive growth and maximise retention of a portfolio of accounts.  The Key Account Manager creates demand, identifies new opportunities within their portfolio, and sells creative solutions aligned to the customer needs.  As the primary point of accountability, the Key Account Manager is responsible for customer advocacy, driving continuous improvement and collaborating to deliver on customer commitments across multiple teams and geographies. Key Account Managers utilize their broad understanding of C.H. Robinson’s (CHR’s) industry leading modes/services/products, technology, and business process to retain and grow customers within their portfolio through the sale of diverse products and services. This is purely a commercial role with no operational activities involved.


This role is based in our Banksmeadow, Sydney office, however a hybrid, flexible work arrangement applies.

About You:

We are looking for motivated candidates who are looking to further their career in freight forwarding and add value to C.H. Robinson Clients. To be successful in this role, it is expected you will have:

  • At least 5 years industry experience or a relevant bachelor degree with at least 2 years relevant industry experience.
  • An understanding of supply chain terminology, concepts, and sector/segment expertise
  • A strong customer focus
  • Great communication skills and presentation skills
  • Excellent problem-solving skills
  • Attention to detail

Duties and Responsibilities:

The duties and responsibilities of this position consist of, but are not limited to, the following:

Business Development:

  • Accountable to elevate and expand credible relationships across functional departments within the customer supply chain
  • Leverages network SME’s to collaborate on the solution and pipeline development of product, mode, or service line opportunities
  • Expands market share by driving an active opportunity pipeline and qualification process in CRM, and when applicable collaborate with additional resources to identify and drive market share expansion
  • Conducts regular business reviews, leveraging internal data and market intelligence to gain customer insights, and understand positive and negative trends in data, to uncover new opportunities for growth, increase sales, and retain and grow the business by presenting strategic solutions to customers
  • Uses strategic negotiation and sales strategies at the management and director level in discussing complex pricing and selling solutions with customers
  • Analyzes and shares customer specific data, requirements and expectations with internal resources in order to collaboratively create viable supply chain solutions for customers
  • Can confidently and effectively represents our digital solutions through a deep understanding of how to apply technology and analytics to customer strategy
  • Applies multi-faceted knowledge of market intelligence, customer information and internal data/intelligence to identify new opportunities, provide customers with business insights, and improve customer outcomes
  • Owns account strategy including RFP, proposal, and award management through a clear understanding of customer buying habits and CHRs position within the customer’s supply chain
  • Proactively manages customer pricing strategy by leveraging internal tech, tools and SMEs
  • Consistently pursues personal development opportunities to expand understanding of Robinson’s modes/services/products and technology

Customer Experience:

  • Manages conflict and navigates difficult conversations with the customer, using tact and diplomacy
  • Acts as an advocate for customers, internally conveying their customer-specific needs across the organization, to ensure proper alignment and prioritization of resources
  • Targets and manages road map toward continuous improvement for their customers working directly with the account team to ensure exceptional service is delivered to C.H. Robinson customers
  • Collaborates and actively communicates with partners on the capacity/product/supply team to identify strategic solutions for complex issues
  • Engages internal leadership team members to ensure alignment, resource prioritization and participation in account strategy
  • Partners with operations and capacity/product/supply teams to ensure optimal execution through the use of SOPs, best in class business processes, and mutually agreed upon customer KPI’s
  • Partners with sales team to provide holistic plan for transition of customer accounts, define expectations and timelines, seek opportunities to leverage automation and set plans for execution
  • Accountable to customer feedback, inclusive but not limited to NPS survey corrective response action planning



At C.H. Robinson Oceania, we are a proud Equal Opportunity employer offering flexible work to support a work/life balance along with offering a broad range of career development opportunities. We have an experienced and passionate team who work collaboratively to deliver smarter solutions for our clients. Employees have access to our well regarded, confidential Employee Assistance Program. Our Robinson Cares program allows our employees to give back to the community.

Why Do You Belong at C.H. Robinson?

Standing out among the world’s largest logistics platforms, C.H. Robinson solves logistics problems for companies across the globe and across industries, from the simple to the most complex. For 100+ years, our global suite of services has innovated trade to seamlessly deliver the products and goods that drive the world’s economy. With 19 million shipments annually for 105,000 customers, our people and technology literally move the world.

As a FORTUNE 200 company, FORTUNE has also named C.H. Robinson one of the World’s Most Admired Companies 2022. Headquartered in Eden Prairie, Minnesota, we are proud to be recognized as one of LinkedIn’s Top Companies in Minneapolis-St. Paul 2021. And we’re not stopping there… Join us as we collaborate, innovate, and work as one global team to make life better and more sustainable for our customers, communities, and world.

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