Customer Account Leader

J  o  b    D  e  s  c  r  i  p  t  i  o  n

JOB INFORMATION

Job Title:

Customer Account Leader

Job ID #

J1265

Job Family:

Operations

Reports To Position:

Senior Leadership

FLSA

EXECUTIVE EXEMPTION

PRIMARY PURPOSE

Build and enhance customer relationships by ensuring all assigned account activities are performed accurately and efficiently. Responsible for meeting all customer expectations by providing world class service through effective communication to both internal and external customers while improving company profitability. Ensure team meets defined metrics which includes specific goals for revenue, load count, growth, rate and service.

Organizational Summary

ESSENTIAL FUNCTIONS

Provide daily work direction to assigned customer account representatives to ensure the coordination and completion of day to day activities.

Set schedules that meet customer requirements. Monitor work hours; approve overtime and/or time off requests.

Manage employee performance by providing employee feedback on a frequent schedule, addressing areas for improvement as well as acknowledging positive accomplishments.

Communicate customer expectations and account information.

Manage Electronic Data Interchange (EDI) related requirements regarding 214 Status releasing or other similar electronic transmissions as required by the customer.

Address escalated customer service issues; identify solutions to existing problems and provide direction to subordinates for best solutions.

Ensure team defined metrics are adhered to by assigned team members.

Research service issues and ensure proper coding of all applicable service failures in the system to support accurate service reporting.

Identify and solve problems that do not meet customer or company expectations.

Review rejected loads; analyze to identify potential opportunities for the company.

Proactively work to assist others in achieving the organization's objectives.

Bachelors’ degree in business or related field or equivalent combination of education and/or experience required.

3 years' as customer account representative or similar experience required.

Previous experience in transportation industry required.

Working knowledge of MS Office (Excel and Word) required.

Previous leadership experience preferred.

Previous experience with AS400 preferred.

Must be able to lead, influence and motivate employees at all levels in a cross functional, diverse and changing environment.

Must possess exceptional interpersonal, decision making and analytical abilities with a creative approach to problem solving.

Must have strong decision making skills.

Must be able to prepare and present relevant material in a way that influences others and successfully builds collaboration.

The Company is an equal employment opportunity employer.  The Company’s policy is not to unlawfully discriminate against any applicant or employee on the basis of race, color, sex, sexual orientation, gender identity, religion, national origin, age, military status, disability, genetic information or any other consideration made unlawful by applicable federal, state, or local laws.  The Company also prohibits harassment of applicants and employees based on any of these protected categories.