JOB DESCRIPTION

An Account Manager works with all departments, companywide; Capital Logistics Group and CLG Transportation, Accounting, and HR/Safety. As an Account Manager, you will be the primary point of contact to Capital Logistics Group’s customer partners. You will maintain and grow existing accounts by providing solutions to customers’ freight-related issues, providing outstanding customer service, and ensuring on-time delivery. You will direct and coach the operations team and work with other Account Managers to ensure our customers’ needs are met. This role is responsible for creating long-term relationships and growing the existing clientele. You will have the opportunity to learn and deploy business development functions to create additional revenue streams for the company and yourself. You will report and collaborate with Michael Durbin and Chris Erlandson to work though the obstacles and help create better systems and processes. Specific responsibilities include, but are not limited to:

Customer Sales Support:

• Interact constantly throughout the day with new and existing customers and effectively communicate our products and services to grow current accounts and win new business.
• Prospect and contact potential customers.
• Accurately quote both spot and contract freight for customers.
• Assist Sales staff in developing new relationships and learning/building operating procedures for these new accounts.
• Monitor Pricing Analysis and Quoting to see what variables affect rates.
• Be able to independently manage the daily load board.
• Cross train with existing Operations staff to learn their methods and accounts and translate this to
• assist growing Sales staff. Have the flexibility to work on a variety of accounts, depending on demand.

Carrier Sales/Director of Operations Support:

• Interact constantly throughout the day with the Director of Operations and Carrier sales to effectively move shipments and avoid confusion.

Working With Other Account Managers:

• Account Managers work together to make sure everyone’s desk is covered to allow dedicated time to business development.
• Account Managers share Account Specialists in certain circumstances.

Working with the Operations Team:

• Account Managers are responsible for leading, coaching and managing the operations team.
• You may be asked to participate in reviews, Performance Improvement Plans (PIPS), and other employee improvement incentives.

Data Entry:

• Enter and maintain up-to-date data related to daily loads.
• Learn to build loads with a sense of urgency and attention to detail; adjust loads in the system per customer changes/updates.
• Lead and coach the operation team to coordinate load appointments for pickup and delivery and manage reschedules, as needed
• Develop relationships with shippers and receivers to promote a positive representation of the company.
• Lead and coach the Tracking and Operations teams to track and trace shipments with drivers, dispatchers and warehouse locations and accurately enter updates in the systems as well as inform and involve other team members, as necessary. You will be responsible for upholding the track and trace standards of the company.
• Enter and maintain up-to-date data related to customer information, including names, phone numbers, emails, and Customer Relationship Management (CRM) file, as necessary.
• Ensure that load changes have been effectively communicated with customers and carriers to avoid any unnecessary accessorial charges.

Business Development:

• Maintain all new business development interactions within Company CRM.
• Source leads advance leads though pipeline and collaborate with Managing Partner and the Business Development Managers on strategy.
• Help Develop the business development workflow.
• Participate in the RFP process with the Business development department.

Existing Business Development:

• You will land and will be assigned new customers to manage.
• Create a personal relationship with clients.
• Manage spot quotes, RFPs, and carrier service calls.
• You may be asked to perform face to face sales calls as required by the business.
• Assist billing and accounting department to ensure that loads have the necessary approvals and backup documentation for any load accessorial that are billed to the customer, as well as load tenders and rate confirmations, lumper receipts, etc. and attach these in the system, as necessary.

Communication:

• Effectively communicate with dispatchers, drivers, teammates, and customers with load and project status updates.
• Consistently communicate with existing and potential customers and carriers to maintain an open line for business and develop a long-term relationship and positive rapport.
• Update the Director of Operations on loads that may require assistance of any kind for a positive outcome.
• Win customer and carrier confidence by providing shipment updates via written and verbal means in a manner that inspires trust to grow existing business and assist in winning new business.
• Work with team leads on forecasting, business planning, and strategy for new and existing business and capacity flow.

Troubleshooting:

• Operate as a team leader to troubleshoot and resolve a wide variety of problems, such as fixing invoicing issues, day to day carrier or customer related issues and effectively responding to customers’ needs.
• Resolve customer service issues quickly and effectively; coach/train team members to expand their ability to problem solve.
• Proactively communicate with drivers/customers/dispatchers/shippers/consignee on any load issues.
• Perform after-hours activities, as required, to resolve driver/shipper/consignee/customer issues.
• Follow through on any unresolved issues, including detention, rate adjustments, etc.

Time Management:

• Manage and perform duties simultaneously throughout the day, prioritizing tasks effectively and swiftly plan for changing workload needs.

Miscellaneous:

• Adhere and enforce all company policies, procedures, and business ethics and regulations.
• Identify and recommend process improvements that reduce costs and improve operations.
• Perform other duties as assigned; Job description may be revised and duties may be changed, added, or deleted as work demands prevail.