Key Accounts Analyst

Position Summary

The Key Account Analyst is responsible for participating in customer service activity and operations team performance monitoring to ensure adherence to the customers' SOPs and CNW's internal procedures. This role will be customer facing, first point of contact for escalated matters, monthly and quarterly reviews with clients, troubleshooting operational issues, and introducing solutions

Essential Duties and Responsibilities

• Collects and analyzes live shipment data while working closely with customers and internal teams to improve order processing and completion efficiencies.
• Performs daily audits on live and completed shipments to verify commercial compliance according to customer contracts, other agreements, or ad-hoc quotes to ensure accurate and on-time invoicing. 
• Has a strong sense of urgency; recognizes situations requiring immediate attention and resolution.
• Identifies any potential operational risk or shipment inaccuracies and escalates potential issues immediately to management.
• Creates reports for internal and external distribution and conducts research to support initiatives and ongoing reporting needs.
• Provides support to the day-to-day operations on specific accounts as needed. 
• Assists with challenging client requests or quality issues as needed.
• Forecasts and tracks accounts metrics to be used in quarterly sales results, annual forecasts, etc.
• Provides assistance, mentors, and trains teammates on customer SOPs, commercial programs, etc.
• Completes detailed analysis of client data and identifies preliminary trends and themes.
• Presents summarized findings of client account activity, statements, and customer profile information to improve procedures resulting from review findings.
• Supports the efficiency of new customer onboarding processes.
• Collaboratively supports a 24/7 365 operation.
• Performs other work-related duties as assigned.

Education and Experience

• Bachelor's degree in Supply Chain Management, International Business, Operations Management or similar required.
• Prior work experience in the logistics/freight forwarding industry is preferred but not necessary.
• Intermediate to advanced experience using Windows operating system and Microsoft software applications is required.
• Must exhibit excellent communication skills, analytical skills, and problem-solving ability; ability to read, analyze and interpret verbal and written requests and directions. 
• Bilingual Spanish, verbal and written is preferred. 
• Must possess excellent customer service skills with the ability to grasp extensive knowledge while dealing with a variety of people.
• Ability to work effectively in a fast-paced environment of constant change.
• Must have strong organizational and time management skills.
• Can present oneself in a highly cooperative and professional manner when meeting both internal and external customers and vendors face to face.

The above statements are intended to describe the general nature of work being performed. They are not to be construed as an exhaustive list of all responsibilities, duties and skills required.

Core Competencies and Values

• Inspires the trust of others; Works with integrity and ethically; Upholds organizational values.
• Demonstrates ability to comply with CNW’s Core Competencies: Accountability & Responsibility, Collaboration & Teamwork, Communication, Customer Focus, Problem Solving & Decision Making.

Benefits 

CNW offers its employees a generous Employee Benefits Package including:

• Competitive Wages.
• Fully paid medical insurance for you and your family.
• We provide a 401k Plan with a generous contribution.
• Discretionary bonuses.
• And, much more!

All benefits offered are subject to eligibility requirements, terms, and provisions set forth in the respective policies and plan documents, which you may request from Human Resources. 

CNW is committed to providing equal employment opportunities to all employees and applicants. CNW does not tolerate discrimination against job applicants or employees because of race, color, creed, sex, religion, age, national origin, disability, marital status, genetic predisposition or carrier status, sexual orientation, and military status or any other protected class recognized under federal, state, or local law. This commitment extends to all aspects of the company's employment practices including, but not limited to, recruiting, hiring, promoting, transferring, compensation, benefits, training, leaves of absence, termination, and other terms and conditions of employment.