Client Management Specialist II

Hub Group•Oak Brook, IL

About The Position

The Client Management Specialist II is an advanced role directly above the Client Management Specialist I role. Client Management Specialist II would have demonstrated proficiency of the Client Management Specialist I role. There is a greater level of analysis required with this role and will require a more advanced skillset. Client Management Specialist II will be required to complete inventory reconciliation for their customers without the support of the Inventory Team. Client Management Specialist II will also have an Aptitude for retailer compliance requirements.

Requirements

Bachelor’s degree in business, logistics, supply chain, or management preferred.
One year experience in the CMS I role preferred and/or 1-year in transportation industry preferred.
Experience with EDI processes, Web Tender Portals, and other applicable forms of electronic communication preferred.
Proficiency with Microsoft Office applications, with emphasis on Outlook, Excel, Word.
Highly effective communication, both verbal and written.
Attention to detail, organizational skills, and customer focused.
Excellent problem-solving skills with the ability to inspire others to find creative solutions to challenging situations.
Strong talent for multi-tasking and managing competing priorities effectively.
Able to identify and assess customers’ needs, and to craft compelling solutions.
Self-directed, yet strong team player.
Minimal travel may be required.

Responsibilities

Demonstrate proficiency in the Client Management Specialist I role.
Develop a strong working relationship with customer accounts and provide resolution of issues and concerns in a timely manner with limited intervention from management.
Pro-actively assess customer needs and act as the point person in developing and managing account specifications and procedures that will ensure quality, efficiency, and profitability.
Pro-actively manage daily order level data; recommend improvement and implement changes.
Receive, analyze, and respond to a high volume of communication each day.
Manage the order process flow to contract specifications.
Increased knowledge of retailer compliance and best practices. Ability to speak to compliance related topics during client communication.
Ensure optimal delivery performance by selecting the best carrier and managing the tracking process.
Proficient knowledge of inventory practices with minimal intervention from management needed. Ability to maintain inventory accuracy. Perform inventory audits, record results and measure trends.
Manage, monitor, and report order acceptance, order maintenance and accessorial management by email, phone, and use of various Hub Group transportation management systems.
Offer alternative transportation solutions as necessary by analyzing internal and external account metrics.
Manage assigned customer accounts to ensure they receive the best product at the lowest possible cost; maximize margin, network efficiency and On-Time Performance (OTP)
Determine which accessorial charges can be billed and follow company process to successful conclusion, minimizing disputes, assisting in collections, and working with Account Managers on solutions to reduce accessorial charges.
Communicate with shipper and consignee contacts regarding exception notification and problem resolution.
Maximize Hub profitability and reduce customer cost exposure by working with Operations to properly manage assets such as container pools.
Maintain quality service by monitoring standards; advising supervisor of potential problems. Work with Manager, Account Management and Operations Group to address and resolve single load concerns in a timely manner.
Duties, responsibilities, and activities may be assigned or changed from time to time.