Operations - Customer Experience Account Manager

Job Title

Customer Account Manager

Classification

Exempt

Organization

Ascend Transportation

Working Conditions

Appendix A

Department

Operations

STATUS

Full-time

Reports to 

Customer Service Manager

Grade

S-8

PURPOSE.

This position serves to develop business and maintain customer relationships for a portfolio of customer accounts. Account Managers are responsible for responding to the customer's total freight requirements and service their needs. The individual will have complete oversight, autonomy, and authority to accept/decline business, grow and develop annual revenue, and leads all business reviews with the customer.

PRINCIPAL ACCOUNTABILITIES.

• Develop business with clients, accept/decline tenders, negotiate pricing through spot quotes, rate competitiveness and assess service regularly.
• Monitor and assess customer portfolio, continually strengthen relationships with existing customers and independently resolve customer service issues.
• Lead business reviews with the customer and drive all action plans needed to improve results.
• Grow accessorial revenue on all accounts by charging customers all contractual fees.
• Solicit additional projects and short-term projects to grow revenue when available.
• Maintain accurate trailer pool balances and work with planning to fix in balances before customers are impacted.
• Timely accept all load tenders and enter into the system with all needed delivery information.
• Accurately enter and maintain all customer, load, and locations data in McLeod.
• Ability to proactively communicate issues both internally and externally to maintain positive results for assigned accounts.
• Ability to effectively solicit and close on additional load volume to meet the needs of the business.
• Ability to deliver exceptional service through positive engagement and patience.
• Ability to work in a team environment to continuously improve results.
• Able to promote a culture of trust and safety.

Qualifications and Education Requirements.

• BA Business Management, Logistics or like discipline, or combination of education and transportation expertise, or customer service/sales experience.
• Minimum four years supply chain, logistics, transportation or like experience.
• Minimum one year experience of transportation or similar experience.

Preferred Skills.

• Understand network needs and balance.
• Effectively build working relationships with sales team.
• Effectively communicate with our internal and external customers.
• Effective use of written and oral communication.
• Ability to create and sustain relationships both internally with fellow team members and externally with customer contacts.
• Ability to solve problems, meet deadlines, and manage multiple issues simultaneously.
• Ability to deliver exceptional service through positive engagement and patience.
• Ability to work in a team environment to continuously improve results.
• Ability to promote a culture of trust and safety.

EQUAL EMPLOYMENT OPPORTUNITY COMMITMENT

Ascend is an equal opportunity employer committed to a diverse, inclusive environment where all individuals may grow and thrive, respecting the different experiences that each employee brings to their job. Ascend believes that a diverse work environment results in a better experience for employees and customers and makes Ascend stronger.

With our mission of diversity and inclusion in mind, we provide equal employment opportunities to all qualified persons without regard to race, color, national origin, gender, pregnancy (including childbirth and related medical conditions), religion, age, disability, citizenship, sex (including sexual orientation, gender identity or expression), marital status, ancestry, genetic information, veteran and/or military status, or any other characteristic protected by applicable federal, state, or local law or Ascend policy.

This job description is intended to describe the general nature and level of work being performed by employees in this position. It is not intended to be an exhaustive list of all responsibilities, duties, and skills required for this position, other duties outside of normal responsibilities may be performed as necessary to meet the needs of the organization. Nothing in this position description restricts management's right to assign or reassign duties and responsibilities to this position at any time.

Employee's acknowledgment constitutes employee's understanding of the principal accountabilities and duties of the position and certifies that they are physically able to perform the necessary duties in the work environment.

Employee Signature ______________________________________ Date:   ________________

Employee Printed Name ___________________________________________