Customer Account Leader

Swift Transportation•Phoenix, AZ

About The Position

The Customer Account Leader builds and enhances customer relationships by ensuring assigned account activities are performed accurately and efficiently. The role provides world-class service through effective communication with internal and external customers while working to improve company profitability. It leads customer account representatives, coordinates daily work, and helps ensure customer expectations and team performance metrics are met. The position manages customer requirements, including Electronic Data Interchange (EDI) status transmissions, and addresses escalated service issues. It researches service problems, ensures accurate reporting of service failures, reviews rejected loads for potential opportunities, and identifies solutions to issues that do not meet customer or company expectations. The role also supports a positive work atmosphere and performs additional duties as assigned by leadership.

Requirements

At least 3 years of experience as a customer account representative or in a similar role.
Previous experience in the transportation industry.
Working knowledge of Microsoft Office, including Excel and Word.
Ability to lead, influence, and motivate employees at all levels in a cross-functional, diverse, and changing environment.
Exceptional interpersonal, decision-making, and analytical abilities, with a creative approach to problem solving.
Strong decision-making skills.
Ability to prepare and present relevant material in a way that influences others and builds collaboration successfully.
Must be authorized to work in the United States; the company does not sponsor employment visas.

Nice To Haves

Previous leadership experience.
Previous experience with AS400.

Responsibilities

Build and enhance customer relationships by ensuring assigned account activities are completed accurately and efficiently.
Meet customer expectations through effective communication with internal and external customers while improving company profitability.
Ensure the team meets defined metrics for revenue, load count, growth, rate, and service.
Provide daily work direction to assigned customer account representatives and coordinate day-to-day activities.
Set schedules to meet customer requirements; monitor work hours and approve overtime or time-off requests.
Manage employee performance through frequent feedback, addressing improvement areas and recognizing accomplishments.
Communicate customer expectations and account information.
Manage customer-related EDI requirements, including 214 status releases and other required electronic transmissions.
Address escalated customer service issues, identify solutions, and direct subordinates toward appropriate solutions.
Ensure assigned team members adhere to defined metrics.
Research service issues and ensure applicable service failures are correctly coded to support accurate service reporting.
Identify and solve problems that do not meet customer or company expectations.
Review rejected loads and analyze them for potential opportunities for Swift.
Maintain a positive work atmosphere through conduct and communication that supports business operations and customer requirements.
Perform additional duties as assigned by leadership.