Account Manager

Job Summary:

The Account Manager is responsible for managing key customer relationships, ensuring service excellence, and identifying opportunities for growth and operational improvement. This role involves proactive communication, cross-functional collaboration, and hands-on problem-solving to meet customer expectations and drive results. Account Managers act as the primary point of contact for customers, working closely with internal and external partners to deliver high-quality logistics solutions. A strong knowledge of car hauling transportation and logistics operations, including working with OEMs, auctions, and dealer networks, is required.

Key Responsibilities:

Customer Relationship Management:

• Build and maintain strong customer relationships to ensure satisfaction and retention.

• Serve as the primary liaison between customers and third-party broker networks for effective communication and issue resolution.

Cross-Functional Collaboration:

• Work with national customers, vendors, and internal teams to design and execute solutions for complex requirements.

• Collaborate with claims management personnel to resolve issues efficiently.

Revenue Growth and Profitability:

• Identify opportunities to grow revenues and improve profitability.

• Analyze spot-buy opportunities and assign rates to balance business gain with desired profitability.

Quality and Performance Management:

• Investigate quality issues and discrepancies, suggest corrective actions, and work with stakeholders to resolve them.

• Review customer KPI reports and address any areas of concern.

Pricing and Bids:

• Enter RFQ opportunities into Salesforce and manage the bid process.

• Coordinate with the Pricing team for spot buys and special move requests.

• Follow up on bid status and ensure all opportunities are logged accurately.

• Lead the preparation and delivery of Quarterly Business Reviews (QBRs), gathering performance data, identifying trends, and creating presentations to highlight value delivered and opportunities for improvement.

Inventory Management:

• Conduct daily reviews of on-hold inventory, dwell times, and ground counts.

• Communicate with terminals and operations teams to ensure SLA compliance and inventory accuracy.

Customer Meetings:

• Lead and schedule regular meetings with customers, preparing agendas and action plans.

• Collaborate with operations and regional managers to address delays and provide solutions.

• Document and communicate meeting outcomes, logging notes in Salesforce and escalating issues as necessary.

Communication:

• Internal: Proactively communicate urgent issues and provide weekly updates on account status.

• Customer: Maintain proactive communication with customers, acknowledging inquiries and ensuring timely follow-ups.

Skills and Qualifications:

• Customer Service Orientation: Passion for exceptional service and long-term relationship building.

• Communication Skills: Effective oral and written communication with diverse stakeholders.

• Organizational Skills: Highly organized and detail-oriented, capable of managing multiple tasks simultaneously.

• Analytical Skills: Strong problem-solving skills, with the ability to evaluate alternatives and make informed decisions.

• Technical Proficiency: Proficient in Microsoft Office (Excel) and routing or dispatching systems.

• Experience: A college degree or five years of customer service experience, preferably in transportation, logistics, or carrier management. Experience in the remarketed automotive industry is a plus.

Why Join Us?

• Dynamic Work Environment: Thrive in a fast-paced, innovative team focused on collaboration and continuous improvement.

• Career Growth: Access to opportunities for professional development and career advancement.