Account Manager

URS Group•Plymouth, MI

23d•Onsite

About The Position

United Road is the largest finished vehicle logistics company in North America. We move new and used vehicles for OEMs, dealerships, auctions, and fleet operators across the continent. We do it through company drivers, owner-operators, and thousands of third-party carriers in our Haully network. Our pillars are simple: Expertise, Partnership, and being Ever-Present for our customers and carriers. This role lives the Partnership pillar every day. The Account Manager is responsible for managing key customer relationships, ensuring service excellence, and identifying opportunities for growth and operational improvement. This role involves cross-functional collaboration, proactive communication, and hands-on problem-solving to meet customer expectations and drive results. Account Managers act as the primary point of contact for customers, working closely with internal and external partners to deliver high-quality logistics solutions. This role requires strong knowledge of car hauling transportation and logistics operations, including working with OEMs, auctions, and dealer networks.

Requirements

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.
College degree or five years of customer service experience, preferably in transportation, logistics, or carrier management.

Nice To Haves

Experience in the remarketed automotive industry is a plus.

Responsibilities

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.
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.
Seek opportunities to grow revenues and improve profitability.
Analyze spot-buy opportunities and assign rates to balance business gain with desired profitability.
Investigate quality issues and discrepancies, suggesting corrective actions and working with stakeholders to resolve them.
Review customer KPI reports and address areas of concern.
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.
Lead the preparation and delivery of Quarterly Business Reviews (QBRs), including gathering performance data, identifying trends, and creating presentations to highlight value delivered and opportunities for improvement.
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.
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.
Proactively communicate urgent issues, provide weekly updates on account status.
Proactively communicate with customers, acknowledging inquiries and ensuring timely follow-ups.