Account Specialist - Beyond Brokerage

WWEX Group•St. Louis Park, MN

About The Position

As a Senior Account Specialist, you will join a dynamic, collaborative, and dedicated team. A Senior Account Specialist is tasked with managing foundational operations and daily processes for some of our largest and most dynamic accounts. A Senior Account Specialist has subject matter expertise in multiple modes of transportation. A Senior Account Specialist will collaborate directly with stakeholders to ensure that assigned customers receive exceptional service and a seamless experience from start to finish. This role requires adherence to sub-department policies, procedures, and any additional customer-specific standard operating procedures to ensure all daily tasks are completed efficiently and accurately. A Senior Account Specialist is an individual with at least two years of industry-related experience.

Requirements

Modal Expertise: Proficient in all modes of transportation.
Interpersonal Skills: Exceptional ability to build and maintain strong relationships.
Communication Proficiency: Outstanding written and verbal communication skills, with a focus on professional phone and email etiquette.
Customer Service Excellence: Proven track record in delivering superior customer service.
Team Collaboration: Demonstrated success in a team-based environment.
Adaptability: Patience, flexibility, and self-control in a fast-paced setting.
Reliability: Consistent punctuality and excellent attendance.
Time Management: Strong ability to prioritize tasks and manage time effectively.
Sense of Urgency: Proactive and responsive in addressing needs.
Organizational Skills: Highly organized with keen attention to detail.
Multitasking Ability: Capable of managing multiple tasks, planning, and executing efficiently.
Critical Thinking: Strong problem-solving skills and critical thinking ability.
Energy and Assertiveness: High energy level and assertive attitude.
Decision-Making Confidence: Confident in making decisions independently.
Learning Agility: Quick learner with the ability to give and receive clear instructions.
Self-Motivation: Self-starter with a strong drive to succeed.
Independence: Ability to work independently and achieve objectives without supervision.
Technical Proficiency: Strong computer skills, with a working knowledge of MS Office programs; experience with Outlook, Excel, and Word preferred.
Industry Experience: Minimum of two years of industry-related experience.

Nice To Haves

Educational Background: High school diploma or GED required; bachelor’s degree preferred.

Responsibilities

Exhibit a knowledgeable, enthusiastic, and positive attitude that instills confidence in customers and employees, reflecting the core values of the WWEX Group.
Cultivate interactive relationships with vendors, customers, carriers, coworkers, and leadership.
Investigate, troubleshoot, and escalate issues as they arise.
Respond to inquiries promptly.
Manage the order creation process for customers through web-based systems, phone, and email.
Coordinate and schedule pick-up and delivery appointments for assigned customers.
Track and trace shipments across various modes of transportation, updating systems accordingly.
Initiate calls to customers to inform them of shipment delays or provide necessary shipment status information.
Ensure accurate pricing on customer invoices, carrier rate confirmations, and provide support with billing issues.
Assist with carrier procurement processes and carrier offer management.
Assist with vendor management as necessary.
Retrieval of carrier proof of delivery documents when needed.
Collaborate with the account management team to meet and exceed customer service expectations.
Strive to meet and exceed service and operational goals established for the team, including productivity, timeliness, and other objectives as directed.
Develop a working knowledge of various operating systems for shipment order management.
Perform other special projects and tasks as assigned.
Design and implement strategic load plans for customers.
Best-in-class shipment execution across all supply chain modes both domestically and internationally.
Identify cost saving and cost avoidance opportunities for customers through strategic modal and carrier selection.
Execution of strategic freight consolidation and shipment optimization.
Development of spot quote pricing for customers across multiple modes of transportation.
Provide expert consultative support to customers across their entire supply chain.
Upsell and cross sell additional services to existing customers and vendors.