Client Management Specialist III

TAGG Logistics/Hub Group•Romeoville, IL

23d•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, managing supply chain needs, providing customer service, and ensuring execution of customer requirements. This role involves significant customer interface, assisting with order creation, monitoring order acceptance and processing, maintaining inventory integrity, and managing accessorial charges using Hub Group's transportation management systems. The Client Management Specialist III is an advanced role, considered a senior member or team lead, responsible for training new team members, providing guidance, managing complex customer accounts, and undertaking special projects. This role requires an advanced level of analysis and proficiency in inventory reconciliation, retailer compliance, and using retailer portals. It also involves identifying cost efficiencies and pursuing 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.
Proficient knowledge of inventory practices with minimal intervention from management needed.
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

Bachelor’s degree in business, logistics, supply chain, or management.
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.
Experience with EDI processes, Web Tender Portals, and other applicable forms of electronic communication.

Responsibilities

Act as the primary day-to-day contact for customers within an assigned customer account group.
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, monitor and report order acceptance, order processing/updates.
Maintain inventory integrity.
Manage accessorial charges by the use of various Hub Group transportation management systems.
Assist with training new team members and routinely provide guidance for other employees.
Manage complex, challenging, and strategically important customer accounts.
Be responsible for special projects and additional tasks outside of normal customer account management duties.
Complete inventory reconciliation for customers without the support of the Inventory Team and provide root cause details of all variances.
Demonstrate aptitude for retailer compliance requirements, retailer routing, and using retailer portals.
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.
Pro-actively assess customer needs and act as the point person in developing and managing account specifications and procedures.
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.
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.
Assist with training and developing new team members.