Team Lead, Account Operations

sennder is Europe’s leading digital freight forwarder. In a traditional industry, we are moving fast to digitize and automate all road logistics processes. We are a growing team looking for a team lead, account operations to help us on our journey to revolutionize road freight logistics. You would join our account operations management (AOM) team in the Berlin office.

We value humility and we're as interested in your character as we are in your talent. Please apply, even if you feel you only meet part of our listed criteria. Diversity drives our innovation and we offer a collaborative, dynamic and international work environment. Just be yourself. We are excited to meet you and for you to join us in shaping the future of the logistics industry in Europe.

ABOUT THE ROLE

As a team lead, you’ll work on interesting responsibilities like ensuring operational excellence for our existing shipper portfolio. This individual owns the people management of an AOM, as well as the corresponding quality metrics, revenue retention, and performance margin for the team’s shipper portfolio. You’ll be collaborating closely with different stakeholders and work cross-functionally to ensure continually improved efficiency of the team as well as customer satisfaction.

Account operations management (AOM) team members are tasked with delivering top-of-class service quality for our customers and building strong relationships on a daily operational level. AOMs take full ownership of operating and executing all transports, including finding the best carrier to cover each load. In addition to guaranteeing maximum shipper satisfaction, Account operations managers support the growth of the company by securing spot volumes from existing shippers to complement tendered/contracted business volumes.

IN THIS ROLE YOU WILL...
- Work cross-functionally, continually seeking new solutions for operations team efficiency and customer logistics challenges.
- Provide leadership and direction to a high-performing team of individual contributors; including hiring, training, and career development.
- Set guidance to drive revenue growth and margin performance of your team’s account portfolio by utilizing & analyzing data as well as input from the team.
- Host recurring internal account reviews focused on quality metrics and lane-level deep dives, including additional stakeholders as needed. Help to prepare and present customer QBRs, alongside sales team members.
- Empower your team to deliver operational excellence by understanding their shipper's needs.
- Keep an open but critical view of the day-to-day operations. Whilst remaining to have a diligent approach to increase operational efficiency.
- Continually improve process efficiency; work cross-functionally to empower the account operations team with the tools to deliver operational excellence.
- Support on high-level escalations, analyze root causes and ensure quality is maintained.

PREFERABLY YOU HAVE...
- Commercial & customer service drive: A clear understanding of customer satisfaction’s importance for growing the business and developing clients in your team’s portfolio.
- Digitalization: Ability to utilize analytics tooling (Looker, Google Suite) to review data, report insights for your team, and increase efficiency within our operations.
- Executional excellence: Drive to achieve observable results and continuous improvements despite challenges as well as to oversee the performance of your team.
- Stakeholder management: Essential qualities to engage, inform, and gain the support of various stakeholders. Take time to build internal & external relationships, earning the trust of others within the organization through strong situational awareness and reliability.

ABOUT sennder

sennder is moving trucks with the power of data to unlock endless and sustainable capacity at unparalleled quality. Through our proprietary transportation operating system, built by our in-house tech teams, we not only connect shippers to our fleet of thousands of trucks, but also improve how they move products in sustainable, cost-efficient, and transparent ways - making the logistics industry fit for the future. In a traditional industry, we’re growing and moving fast to digitally automate all road logistics processes.

We are building a curious team that is driven by an ambitious desire to solve the toughest logistics puzzles. What others may consider uncertainty, we see as an opportunity to learn and be proactive. We invite you to go on this journey with us and be part of one of Europe’s inspiring growth stories as we fast-forward road logistics into digitalization. Get to know us, our culture, green business, funding history, and more on our blog here.

WHAT YOU CAN EXPECT

At sennder, we want to maximize the individual’s potential for all employees and reinforce an inclusive culture and environment of continuous learning that empowers people to succeed as a team. In addition to humility, we