Key Account Manager

About Toll Group

At Toll we do more than just logistics - we move the businesses that move the world. Our 16000 team members can help solve any logistics transport or supply chain challenge big or small. We have been supporting our customers for more than 130 years. Today we support more than 20000 customers worldwide with 500 sites in 27 markets and a forwarding network spanning 150 countries. We are proudly part of Japan Post

Play a vital role in enabling sustainable global supply chains with Global Forwarding Australia and New Zealand. With ongoing job security enjoy working in a stable and safe environment where we can be curious and inspired to try new things as we put customers at the centre of everything we do. As a recognised global brand with long-term success were passionate about progress. That means adapting to change and transforming how our customers experience world-class freight forwarding an open and inclusive culture we share our ideas with approachable leaders who clearly communicate our ambitions. Our contribution is recognised with flexibility for balance and opportunities to learn grow and progress. And were always looking out for each others wellbeing. We take pride in rising to any challenge to deliver what matters. Like thriving on diverse challenging even unordinary projects while being supported by friendly and positive teamwork.

Toll Global Forwarding delivers cargo across our global network via road rail sea and air. From loose cartons for consolidation and palletised cargo to moving dangerous goods and bulk commodities we have the experience the infrastructure and the global network to get freight moving across towns across countries and across continents.

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.

Operating as a trusted partner to customers and internal stakeholders the role is responsible for delivering agreed growth targets strengthening long-term client relationships and ensuring service delivery meets or exceeds expectations. The Key Account Manager will also identify and develop new strategic customer opportunities aligned with regional and global objectives while contributing to sustainable profitable growth across the business.

This position can be either Melbourne or Sydney based.

As the Key Account Manager you will:

• 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 bachelors 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.

What moves you

At Toll you can help play a vital role in delivering what matters. From food fuel medicine and rescue services we keep businesses and communities thriving. Every day brings change. We see that as an opportunity. To be curious. To ask the right questions. And build meaningful connections. Because finding new ways to solve problems is what we do. With a bold vision to expand our global reach our 16000 people bring a passion for progress. We collaborate in friendly caring teams supported by approachable leaders who give us the autonomy to quickly make decisions with impact. Learn and grow with industry-leading training alongside talented experts. Feel empowered to take on diverse challenges and new responsibilities to move you our customers and our world further.

Are you excited about this role but are concerned you dont meet all the requirements If you have similar skills and are willing to learn then we encourage you to apply anyway. We know that some people hesitate to apply for jobs unless they meet every single qualification. At Toll we value a diverse inclusive and authentic workplace so if youre interested in this role but your past experience doesnt align perfectly then please talk to us you may be just the right candidate for this or other roles we have coming up.

At Toll everyone is welcome including those of all ages ethnicities genders and abilities.

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