After Hours Account Coordinator, AOG (Weekends)

Transportation Insight•Remote - Tennessee (NTG), TN

8d•Onsite

About The Position

The Account Coordinator, AOG is responsible for the execution of day-to-day tasks for the Airline On Ground (AOG) accounts assigned to them and their team, maintaining daily contact with our customers and acting as the face of NTG to our customer operations teams. This role requires a sense of urgency as AOG business is a top priority, and former AOG experience is required to fulfill all duties as required. The position involves managing assigned account load boards, ensuring prompt build and activation of loads, proper load coverage, proactive customer communication with updates throughout transit, and providing proof of delivery. Load quoting requires extensive knowledge of specialized equipment types. Load coverage involves vetting drivers and carriers to ensure they meet requirements and have good scores in the system. The role also includes monitoring and managing account building, scheduling, and tracking responsibilities, with a minimum of two-hour updates for every order and hourly updates for hot AOG orders. The Account Coordinator will help develop and execute customer service expectations, respond to customer emails within expected time windows (two-minute response times required on all requests), and provide proactive updates on all shipments. They will also be responsible for closing out accessorial requests within 24 hours and sending revised rate confirmations if additional charges are approved. Maintaining knowledge of NTG’s service offerings to identify opportunities for modal and regional diversification with customers is also part of the role. Other related duties may be assigned.

Requirements

1 year of transportation or logistics experience strongly preferred.
1-2 years of experience working with AOG account management required.
Exceptional customer service and problem solving skills.
Competitive nature with a sense of urgency in a fast-paced environment.
Attention to detail and highly organized.
Team player with multi-tasking and prioritizing abilities.
MS Office proficiency and related computer knowledge.
Microsoft Excel experience preferred.

Nice To Haves

Bachelor’s degree in Business or related field preferred but not required.

Responsibilities

Act as the front-line resource to provide customer service on the assigned account(s).
Manage assigned account(s) load-board as it fits each account; ensure prompt build and activation of loads, proper load coverage, proactive customer communication with updates throughout transit, and provide proof of delivery to customers once the load has delivered.
Perform load quoting – extensive knowledge of specialized equipment types required to provide an appropriate quote to suit the needs of the AOG shipment.
Perform load coverage – cover all available loads using a selective list of vetted and trusted NTG carriers.
Vet all drivers prior to booking to ensure they can answer pre-pick questions and communicate in English.
Highway-verify all carriers and check their scores in our system prior to sending rate confirmation.
Monitor and manage account’s building, scheduling, and tracking responsibilities.
Provide updates every two hours (both carrier and customer communication confirmed) for every order.
Provide updates every hour for every hot AOG orders (both carrier and customer communication confirmed).
Help develop and execute the customer service expectations for all associated accounts.
Respond to all customer emails within the expected time window of the customer.
Provide proactive updates on all shipments – no AOG customer should be reaching out to NTG for an update.
Provide best-in-class service/communication to assigned customers in an effort to grow the relationships.
Close out accessorial requests (TONU, driver assist, detention, etc.) within 24hrs of carrier’s request or per customer requirements.
If additional charges are approved, send a revised rate confirmation to the carrier on the load.
Maintain knowledge on NTG’s service offerings to identify opportunities for modal and regional diversification with customer.
Perform other related duties assigned.