MANAGER, CUSTOMER ACCOUNT

U.S. Xpress Enterprises, Inc.

5d•Onsite

About The Position

The Customer Account Manager is responsible for managing their book of business holistically to include commitment management, service, freight solicitation, revenue growth and relationship development. The Customer Account Manager is responsible for making booking decisions and has the sole discretion to accept or decline freight as the full owner in day-to-day tender commitment.

Requirements

College Degree or equivalent work experience required
Customer Service, Administration, Logistics & Supply Chain, Data Entry, or Transportation experience preferred
Active Listening
Critical thinking and problem sensitivity; Ability to solve complex problems
Time management with ability to multitask and prioritize
Customer service phone etiquette to include professional communication
Ability to mentor and train team on account specifics when needed

Responsibilities

Full ownership and discretion on accepting and declining loads through tender acceptance to maximize revenue
Develop and maintain strong customer relationships to allow for the greatest opportunities in generating the highest level of freight order volumes
Implements cross functional action plans provided to customers and/or internal stakeholders
Continuously monitor all available communication exchanges of receiving freight load orders to accept available loads
Train and develop Account Representatives
Lead and facilitate customer calls and meetings and act as the face of U. S. Xpress
Act as a liaison and voice of customer needs in alignment with strategic plan to all relevant internal departments to ensure customer satisfaction and problem resolution
Own customer scorecards to maintain and manage compliance
Consistently and continually solicit committed and non-committed freight orders from a designated and assigned customer base
Keep customers informed of the status of pickups and deliveries, including in some cases updating the customer web sites or EDI exchanges
Contact capacity buyers, fleets, or load planning to seek alternate truck assignment for the load or other solution to prevent service failure to customer
May enter pick-up and delivery information specified by the customer
Utilize booking tools to obtain data regarding booking averages and market trends
Book and manage loads through internal and external systems with the best rate while maximizing safe utilization by strategic appointment setting
Monitor trailer pools to ensure maximum utilization for U.S. Xpress trailers
Collaborate in-person with all levels of the organization to harness collective intelligence of the workforce
Attend all in-person meetings and trainings on recent developments, goals, and objectives and participate in such discussions by offering input and advice
Regularly engage remotely and in-person with customers and potential customers to establish rapport, open communication and expectations
Additional responsibilities/duties may be assigned as needed