Account Manager

Description

Job Summary:

United Road seeks a dedicated and experienced Account Manager to manage relationships with our large and complex Original Equipment Manufacturer (OEM) accounts. The ideal candidate will have a strong background in customer management, logistics, and transportation, with a focus on fostering long-term customer relationships and driving satisfaction. This role requires a proactive, organized, and communicative individual capable of navigating complex customer requirements and providing exceptional service.

Key Responsibilities:

Customer Relationship Management:

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

• Seek 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, suggesting corrective actions and working with stakeholders to resolve them.
• Review customer KPI reports and address areas of concern.

Pricing and Bids:

• Enter RFQ opportunities in 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.

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.
• Work 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, provide weekly updates on account status.
• Customer: Proactively communicate 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.
• Analytical Skills: Strong problem-solving skills, with the ability to evaluate alternatives and make decisions.
• Technical Proficiency: Proficient in Microsoft Office (Excel) and routing or dispatching systems.
• Experience: 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.

Qualifications