Job Description
JOB SUMMARY:
The primary responsibility of the Customer Account Manager is to grow and support the sustainability of ARI’s key accounts, ensure excellent customer service and identify growth and service opportunities within our key account base. This position may be accountable individually or as a team leader (if applicable) for making a positive contribution toward the achievement of individual and customer-specific KPI’s and overall business objectives including, but not limited to the following:
- Loads booked per day
- Customer calls per day
- Customer satisfaction and retention
- YOY organic growth of customer accounts
DUTIES AND RESPONSIBILITIES:
- Provides exceptional customer service and support by frequently and proactively reaching out to assigned key customer accounts to establish rapport, deepen working relationships, and win revenue-generating opportunities.
- Proactively seeks out and identifies organic growth opportunities for key accounts.
- Prepares bids on lanes and submits RFP/RFQs as available/requested for key accounts.
- Executes daily operational needs including load entry, monitoring and tracking, coordination with team to cover freight, communication with customer and management of customer needs.
- Handles escalated customer issues and uses judgement and discretion in determining solutions.
- Provides backup support for other team members as needed.
- Additional duties as assigned.
BUSINESS COMPETENCIES
- Exceptional customer service skills including a customer-centric philosophy and strong ability to build relationships and establish trust
- High energy, enthusiastic and a positive, proactive attitude
- Ability to develop a creative approach to overcoming hurdles including strong negotiation and problem solving skills
- Strong sense of urgency for completing tasks and seeking out opportunities
- Excellent communication skills (oral, written and presentation)
- Efficient organizational and time management skills and the ability to balance and prioritize competing priorities
EDUCATION, EXPERIENCE AND SKILL REQUIREMENTS:
- Bachelor’s Degree or some college preferred
- 1-3 years of customer service experience, especially in transportation/brokerage industry
- Previous sales experience preferred but not required
- Familiarity with transportation management software (TMS) such as McLeod or TMW preferred
- Familiarity with customer relationship management software (CRM) such as Salesforce or One-Page preferred
- Proficiency in using Microsoft Office suite, especially Excel
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