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THE POSITION
Under the direction of the Senior Account Manager, this role will be the main point of contact for our clients that are primarily Truckload shippers. This position will be responsible for communicating with our clients, shippers, receivers, along with the cross functional teams that execute operations. The review and processing of customer orders and complete execution for all shipments to our customer's satisfaction. The Account Manager is responsible for retaining, growing, and leading with operational excellence to their assigned customers.
ROLES AND RESPONSIBILITIES
• Customer Relationship - Become an influential partner to your customer base by expanding your portfolio. It is imperative to farm our business and become stickier with your customers.
• Customer Issue Resolution - Oversee, engage, and interact toward daily account success.
• Internal Relationships - Build strong partnerships with internal pillars and their leaders who interact with your accounts.
• Strategy - Measuring KPI & financial success. Customer facing reporting, business reviews, strategic account plans, billing & accounting issues, contractual and spot pricing strategies.
• After Hours - Adhoc exception management outside of standard business hours.
• Freight Claims - Leverage internal Evans resources to process claims on behalf of our customers
ESSENTIAL ACCOUNT MANAGER FUNCTIONS
• Build strong relationships with customers and internal partners
• Execute day-to-day transportation needs
• Accepting loads, building loads, and scheduling appointments for our customers shipments. You will be responsible for understanding how our customers send us loads, acknowledging with the customer when received, and lastly building them accurately.
• Portal updates are mission critical for several our customers. You will learn how to provide true transparency to our customers on the status of their loads. This will require you to learn how to navigate through different customer portals and learn what they are expecting from us.
• Identify issues, utilize resources to determine the best course of action, and implement solutions
• Respond to customer inquiries and provide updates in a timely manner
• Understand customer/carrier rating to properly provide quotes to customers based on specific freight criteria
• Manage Customer bid boards and portals
• Understand customer processes and identify areas for improvement
• Respond to customer inquiries and provide updates in a timely manner
• Understand customer/carrier rating to properly provide quotes to customers based on specific freight criteria
• Maintain daily reporting schedule utilizing internal systems
• Generate and maintain up-to-date and accurate customer records and shipment documentation
• Effectively communicate necessary changes or adaptations important to the customer shipments in a timely manner
• Process all inbound, outbound and return shipments using TMS (Mercury Gate) software and other tools for accurate and timely delivery
• Adhere to Evans' Five Guiding Principles, all departmental and company procedures, policies and handbooks
• Involve the Senior Account Manager when needed for significant problem resolution, complex solutions, group conference calls, or other items needing escalation.
• Perform all other duties as assigned including After Hours coverage
Requirements
QUALIFICATIONS AND REQUIREMENTS
• Bachelor's Degree Preferred
• Additional years of education and experience may be substituted for each other, as determined by Management
• Excellent critical thinking and problem-solving skills
• Excellent communication skills
• Experience working in a Transportation Management Software (Mercury Gate) is preferred, but not required
• Transportation experience and working knowledge of industry preferred, but not required
• Elevated level of organizational skills and ability to multi-task
• Ability to read, write, type and speak English fluently is a requirement of this position
• PHYSICAL DEMANDS /WORK ENVIRONMENT
• While performing the duties of this job, the employee must be able to use a keyboard, calculator, and telephone. Frequent sitting, talking, hearing, and occasionally stand, stoop, kneel, lift (up to10 lbs.), and an ability to adjust vision for close vision work. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.