Manager, Customer Account

U.S. Xpress • Chattanooga, TN

4d • Onsite

About The Position

The Manager, Customer Account owns and manages customer freight orders, making load acceptance decisions to maximize revenue while supporting safe utilization and service quality. The role develops customer relationships, coordinates with internal teams to meet customer needs, monitors compliance and customer scorecards, and helps prevent service failures. It also trains and develops Account Representatives, leads customer calls and meetings, and represents U.S. Xpress to customers. The position is based at U.S. Xpress headquarters, is not open to remote work, and has a Monday–Friday schedule from 8:00 AM to 5:00 PM. Occasional travel within the Chattanooga metropolitan area and to other company facilities may be required.

Requirements

• A college degree or equivalent work experience is required.
• Active listening skills.
• Critical thinking and problem sensitivity, with the ability to solve complex problems.
• Time-management skills and the ability to multitask and prioritize.
• Customer-service phone etiquette and professional communication skills.
• Ability to mentor and train the team on account specifics when needed.

Nice To Haves

• Experience in customer service, administration, logistics and supply chain, data entry, or transportation.

Responsibilities

• Take full ownership and exercise discretion in accepting or declining loads through tender acceptance to maximize revenue.
• Develop and maintain strong customer relationships to generate the greatest opportunities for freight order volume.
• Implement cross-functional action plans provided to customers or internal stakeholders.
• Continuously monitor available communications for incoming freight load orders and accept available loads.
• Train and develop Account Representatives.
• Lead and facilitate customer calls and meetings and act as the face of U.S. Xpress.
• Represent customer needs to relevant internal departments in alignment with the strategic plan to support customer satisfaction and problem resolution.
• Own customer scorecards and manage customer compliance.
• Solicit committed and non-committed freight orders from an assigned customer base.
• Keep customers informed about pickup and delivery status, including updating customer websites or EDI exchanges when needed.
• Contact capacity buyers, fleets, or load planning to find alternate truck assignments or other solutions to prevent service failures.
• Enter pickup and delivery information specified by customers when needed.
• Use booking tools to obtain booking averages and market-trend data.
• Book and manage loads through internal and external systems at the best rate while maximizing safe utilization through strategic appointment setting.
• Monitor trailer pools to ensure maximum utilization of U.S. Xpress trailers.
• Collaborate in person with employees at all organizational levels.
• Attend in-person meetings and training on developments, goals, and objectives and contribute input and advice.
• Engage remotely and in person with customers and potential customers to establish rapport, communication, and expectations.
• Maintain a professional appearance and demeanor appropriate for a customer-facing role.
• Perform additional duties as assigned.

Benefits

• Medical, dental, and vision coverage.
• Basic and supplemental life insurance.
• Accidental death and dismemberment coverage.
• Health savings accounts.
• Flexible spending accounts.
• Company-paid holidays.
• Paid time off.
• 401(k) with employer matching contribution.
• Employee stock purchase plan.
• Paid parental leave.
• Short-term incentive program.
• Employee assistance program.
• Pet insurance.
• Employee stock options.
• Profit-sharing.
• Professional development opportunities.
• Competitive pay.

What This Job Offers

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