Acts as the primary day-to-day contact for customers within an assigned customer account group which may include retail, durable goods, automotive, electronic commerce providers, etc.
The Account Management Specialist acts as the primary day-to-day contact for customers within an assigned customer account group which may include retail, durable goods, automotive, electronic commerce providers, etc. The Account Management Specialist will act as the primary liaison between the company and the customers, meeting customer expectations and working with internal Hub Group Departments to resolve any issues for the customer. Once the on-boarding of these customers has occurred, the Account Management Specialist will monitor and report order acceptance, order maintenance and accessorial management by the use of various Hub Group transportation management systems. The Account Management Specialist reports to the Manager, Account Management.
Essential Job Functions:
- Develop a proactive relationship with the assigned customer accounts by resolution of issues and concerns in a timely manner and provide innovative solutions
- Determine which accessorial charges can be billed and follow company process to successful conclusion, minimizing disputes, assisting in collections and working with Account Managers on solutions to reduce accessorial charges
- Manage, monitor and report order acceptance, order maintenance and accessorial management by email, phone and use of various Hub Group transportation management systems
- Offer alternative transportation solutions as necessary by analyzing internal and external account metrics
- Manage assigned customer accounts to ensure they receive the best product at the lowest possible cost; maximize margin, network efficiency and On-Time Performance (OTP)
- Communicate with shipper and consignee contacts regarding exception notification and problem resolution
- Maximize Hub profitability and reduce customer cost exposure by working with Operations to properly manage assets such as container pools
- Maintain quality service by monitoring standards; advising supervisor of potential problems. Work with Manager, Account Management and Operations Group to address and resolve single load concerns in a timely manner
- Duties, responsibilities and activities may be assigned or changed from time to time
Minimum Qualifications:
- Bachelors degree in business, logistics, supply chain, or management preferred
- Experience in the transportation industry preferred
- Experience with EDI processes, Web Tender Portals, fax and other applicable forms of electronic communication preferred
- Proficiency with Microsoft Office applications, with emphasis on Outlook, Excel, Word
- Highly effective communication, both verbal and written
- Attention to detail, organizational skills, and customer focused
- Ability to work weekend rotation when scheduled