Description

The Dedicated Account Manager (Customer On-Site) is responsible for leading the Operations Department, including its personnel, while striving to meet aggressive utilization, retention, and customer service targets

ESSENTIAL JOB FUNCTIONS FOR THIS POSITION: 

• Develop high performing drivers through daily interactions, coaching and positive reinforcement.
• Collaborate with Planner(s) and assign drivers to lanes that best serve both the company and the driver.
• Meet drivers home time expectations by actively managing expectations and keeping commitments.
• Maximize P/L for all assigned tractors and trailers.
• Assign drivers to lanes that best serve both the company and the driver.
• Ensure all drivers are treated with respect and equitably distribute work
• Build and nurture long-lasting relationships with drivers.
• Proactively manage safety performance to achieve insurance and claims cost as a percentage of revenue targets.
• Ensure payroll accuracy for assigned drivers.
• Understand and actively work with customer-issued scorecards to improve customer service and meet customer expectations
• Participate on all service orientated conference calls for assigned accounts/customers.
• Expediate the billing process by managing and clearing assigned user discrepancy queue.

OTHER SIGNIFICANT JOB FUNCTIONS INCLUDE: 

• Solicit business from a specific or assigned number of customers by using daily available capacity. Serve as an extension of Sales to expand business revenue by exploring all dedicated and logistics opportunities with Customers.
• Perform driver reviews according to scheduled specified by Driver Retention.
• Work with designated department personnel to successfully dispatch loads; understand Hours of Service (HOS) requirements to identify pickup and delivery opportunities which assist in meeting customer needs and transporting freight in a timely manner.
• Monitor and report daily pick-ups and deliveries; anticipate, provide and facilitate problem resolution on all shipment issues in order to meet or exceed satisfaction of carriers, shippers and customer teams.
• Conduct follow up and update designated personnel and leadership on problem loads and actions that have been taken.
• Keep track of equipment maintenance
• Maintain a positive work atmosphere by acting and communicating in a manner which facilitates the success of business operations in order to meet company demands and expectations and perform other duties as assigned by leadership.
• Proactively work to assist others in achieving the organization's objectives.
• Maintain regular and reliable attendance along with on-call duties.

Requirements

 PREFERRED EDUCATION / EXPERIENCE

• Bachelor’s degree, preferably in Logistics, Supply Chain, Transportation, Business, or any combination and experience, which would provide equivalent background

REQUIRED SKILLS (TECHNICAL, CLERICAL, LANGUAGE, ETC.)

• Ability to work and communicate effectively with others promoting to promote a team environment that supports your coworkers.
• Listen to problems first in order to gain a clear understanding and provide solutions to Customers.
• Possess the ability to accept constructive criticism from both external and internal sources. Learn from mistakes to improve your professional skills.
• Ability to communicate with many levels of personnel (internal and external) and strive for process improvement
• Ability to resolve conflict and problems diplomatically and handle criticism positively without emotion

PREFERRED SKILLS (TECHNICAL, CLERICAL, LANGUAGE, ETC.)

• Knowledgeable of the Transportation, Operations, and/or Logistics industries
• Proficiency in Microsoft Office products
• Knowledgeable of TMW Office Suite product and ELD systems

WORK ENVIRONMENT

• Must be able to work in high pressure situations in a fast-paced environment.
• Working on-site at customer in fast-paced, warehouse/production environment

This Position Description is not intended to guarantee, and does not guarantee, ongoing employment or employment for a definite term, either in this position or with the Company. Absent an enforceable written contract to the contrary, and to the fullest extent allowed by federal, state and local law, an employee’s employment relationship with the Company is at-will.