Client Management Specialist III

Hub Group • McDonough, GA

1d • Onsite

About The Position

The Client Management Specialist III acts as the primary day-to-day contact for customers within an assigned customer account group, which may include retail, durable goods, automotive, electronic commerce providers, etc. This role serves as the primary liaison between Hub Group’s customers, warehouses, and carriers, managing the supply chain needs of multiple customers, providing industry-leading customer service, and ensuring superior and expeditious execution of customer requirements. The role involves significant customer interface responsibilities. After customer onboarding, the Client Management Specialist III will assist with order creation, monitor and report order acceptance and processing/updates, maintain inventory integrity, and manage accessorial charges using various Hub Group transportation management systems. This is an advanced role, positioned above the Client Management Specialist II, and is considered a senior member or team lead. While not directly managing others, they will assist with training new team members and provide guidance to other employees. Due to their knowledge and experience, they will be assigned more challenging, complex, or strategically important customer accounts. The Client Management Specialist III will be responsible for special projects and additional tasks outside of normal customer account management duties. This role requires demonstrated proficiency in the Client Management Specialist I and II roles, with an advanced/SME level of analysis and a more advanced skillset. They will be required to complete inventory reconciliation for their customers without the support of the Inventory Team and provide root cause details of all variances. Additionally, they will have an aptitude for retailer compliance requirements, retailer routing, and using retailer portals. This role will also identify cost efficiencies for customers and pursue ad hoc consolidation opportunities.

Requirements

• Demonstrate proficiency in the Client Management Specialist I and/or II roles.
• Ability to manage complex, challenging, and strategically important customer accounts at a high level.
• Proficient knowledge of retailer compliance and best practices. Ability to confidently speak to compliance related topics during client communication.
• Proficient knowledge of inventory practices with minimal intervention from management needed. Ability to maintain inventory accuracy.
• Bachelor’s degree in business, logistics, supply chain, or management preferred.
• 2 years’ experience in the CMS I role and/or 1 year of experience in the CMS II role or 2-3 years 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.

Nice To Haves

• Aptitude for retailer compliance requirements, retailer routing, and using retailer portals.

Responsibilities

• Act as the primary day-to-day contact for customers within an assigned customer account group.
• Serve as the primary liaison between Hub Group’s customers, warehouses, and carriers.
• Manage the supply chain needs of multiple customers.
• Provide industry-leading customer service.
• Ensure superior and expeditious execution of customer requirements.
• Assist with order creation after customer onboarding.
• Monitor and report order acceptance, order processing/updates.
• Maintain inventory integrity.
• Manage accessorial charges using various Hub Group transportation management systems.
• Assist with training new team members and provide guidance to other employees.
• Manage complex, challenging, and strategically important customer accounts.
• Complete inventory reconciliation for customers without the support of the Inventory Team and provide root cause details of all variances.
• Identify cost efficiencies for customers and pursue ad hoc consolidation opportunities.
• Develop a strong working relationship with customer accounts and provide resolution of issues and concerns in a timely manner with minimal 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.
• Ensure optimal delivery performance by selecting the best carrier and managing the tracking process.
• Manage and oversee the execution of special projects.
• Perform root cause analysis and provide corrective action for customer issues.
• Maintain inventory accuracy.
• Perform inventory audits, record results and measure trends.
• 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.
• Assist with training and developing new team members.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior