Domestic Account Representative

R+L Global•Ocala, FL

About The Position

The Domestic Account Representative – Key Accounts is responsible for collaborating with, growing and supporting the daily operational, pricing and administrative needs of the Supply Chain Consultant & Key Account Manager working with Key Accounts, the largest customer segment by potential. Domestic Account Representative responsibilities and essential job functions include, but are not limited to the following: Serve as the primary point of contact for Key Account clients regarding day-to-day activities such as shipping, delivery schedules, delays, changes or issues. Create logistics solutions and solicit opportunities for account growth. Work to increase the volume of business with existing Key Account clients while, also, focusing on client retention strategies. Develop and maintain strong relationships with Key Account clients, understanding their needs and ensuring their satisfaction with provided services. Monitor delivery of services to Key Account clients, ensuring that their requirements are met efficiently and effectively. This will involve coordinating with shippers, consignees, warehouses and oversight of shipments and resolving any issues that arise. Address and resolve Key Account client concerns and complaints in a timely and effective manner, ensuring that their experiences with the company remain positive. Ensure all information related to the client is entered correctly and timely for our customers and our internal departments to ensure success and maximize margins for each Key Account. Collect and analyze client feedback on provided services, and make recommendations to Key Account Manager on service/process improvement. Collaborate with other departments, such as Sales, Operations and Finance to devise logistics solutions, improve communications, processes and results to ensure that client needs are understood and met. Track and report on key performance indicators (KPIs) related to client satisfaction and service delivery. Monitor market trends and industry developments to provide clients with informed and up-to-date advice and logistics solutions. Work with Carrier Sales to take additional freight and provide additional value to our customers and R+L Global. Regular and reliable attendance, with or without reasonable accommodation, is an essential function of this position and is crucial for maintaining workflow and productivity. The above job functions are illustrative of the duties and responsibilities associated with this position and are not intended to be all-inclusive. Employee may be asked to perform other related duties to meet the ongoing needs of the organization.

Requirements

High School Diploma or GED; Bachelor’s Degree preferred
Account Management experience; within a 3rd party logistics environment preferred
Previous experience in some or all of the following modes: refrigerated, dry van, expedited, flatbed, oversized, intermodal preferred.
Previous experience with transportation management systems (TMS) and load boards; McLeod preferred.
Understanding of customer service principles, practices, and standards.
Knowledge of company products, services, and policies to provide accurate information and support.
Strong problem-solving skills to assess customer issues, identify root causes, and implement effective solutions.
Sound decision-making abilities to resolve inquiries independently while adhering to company guidelines.
High attention to detail and accuracy in data entry.
Excellent time management skills to manage high volumes of interactions.
Proficient in both written and oral communication. Capable of clearly and effectively conveying information and presenting to internal and external business partners.
Strong interpersonal skills and a collaborative mindset to work effectively with internal teams and external partners. Proficient in building and maintaining positive relationships with colleagues, clients, and stakeholders.
Ability to actively listen and empathize to understand customer needs and provide personalized support.
Ability to be proactive, Key and detail-oriented with a strong commitment to quality, efficiency and effectiveness.
Awareness of conflict resolution techniques and customer satisfaction strategies.
Ability to diffuse and respond effectively while handling challenging customer interactions.
Ability to multitask and shift focus in a fast-paced, dynamic and evolving logistics environment with rapidly changing priorities, meet deadlines, work well under pressure, prioritize work and maintain discretion on confidential matters while maintaining a positive attitude and providing unmatched customer service.
Proficient in utilizing various technology platforms, including Microsoft Office Suite (Word, Excel, PowerPoint, Outlook) and video conferencing tools (WebEx, Zoom, Microsoft Teams).
Ability to read, write, and speak English fluently.
Ability to maintain regular and reliable attendance, with or without reasonable accommodation.

Nice To Haves

Bachelor’s Degree preferred
Account Management experience; within a 3rd party logistics environment preferred
Previous experience in some or all of the following modes: refrigerated, dry van, expedited, flatbed, oversized, intermodal preferred.
Previous experience with transportation management systems (TMS) and load boards; McLeod preferred.

Responsibilities

Serve as the primary point of contact for Key Account clients regarding day-to-day activities such as shipping, delivery schedules, delays, changes or issues.
Create logistics solutions and solicit opportunities for account growth.
Work to increase the volume of business with existing Key Account clients while, also, focusing on client retention strategies.
Develop and maintain strong relationships with Key Account clients, understanding their needs and ensuring their satisfaction with provided services.
Monitor delivery of services to Key Account clients, ensuring that their requirements are met efficiently and effectively.
Address and resolve Key Account client concerns and complaints in a timely and effective manner, ensuring that their experiences with the company remain positive.
Ensure all information related to the client is entered correctly and timely for our customers and our internal departments to ensure success and maximize margins for each Key Account.
Collect and analyze client feedback on provided services, and make recommendations to Key Account Manager on service/process improvement.
Collaborate with other departments, such as Sales, Operations and Finance to devise logistics solutions, improve communications, processes and results to ensure that client needs are understood and met.
Track and report on key performance indicators (KPIs) related to client satisfaction and service delivery.
Monitor market trends and industry developments to provide clients with informed and up-to-date advice and logistics solutions.
Work with Carrier Sales to take additional freight and provide additional value to our customers and R+L Global.
Regular and reliable attendance, with or without reasonable accommodation, is an essential function of this position and is crucial for maintaining workflow and productivity.