Customer Account Manager
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POST DATE 9/13/2016
END DATE 2/15/2017
JOB DESCRIPTIONJob Summary: Customer account managers are responsible for managing assigned customer accounts. They are accountable for achieving budget and growth objectives for each customer, and working with the carrier relations team to forecast customer demand for equipment needs and capacity. They are also responsible for seeking out applicable internal resources to further develop customer relationships across multiple modes and business lines. This position reports to the Customer Relations Division Manager.
Essential Duties & Responsibilities:
Manage customer relationship:
Manage day-to-day business needs of customer
Single point of communication (or main point of communication)
Escalation of issues via the correct customer channels
Transactional or spot-quoting
Regularly updating customer about changing market conditions or trends
Track all rates to the customer quoted and freight won versus lost to contribute to pricing database
Monitor and analyze margins to identify necessary price adjustments
Ensure A/R is up-to-date
Ensure customer standard operating procedures are established and followed by educating team members Maintain updated contacts
Customer updates provided as requested
After-hours procedures and contacts clearly defined in SOP
Strategic Account Management
Ownership of customer account strategy map and business plan
Accountable for exceeding customer expectations in key performance measures
Maintain 3x3 relationship
Additional Responsibilities: The customer account manager is responsible for ensuring any team members touching a customer's freight is trained on processes and is aware of customer expectations. They may or may not be assigned junior account managers or operational support personnel as direct reports.
Requirements: Education: BA or BS degree preferred in logistics, business, or finance Experience: 2 - 5 years of relevant transportation/logistics/supply chain experience Strong ability to multitask and negotiate with customers Ability to work within a team as well as independently in a fast-paced environment