MANAGER, CUSTOMER ACCOUNT
About The Position
The Manager, Customer Account has full ownership and discretion to accept or decline loads through tender acceptance to maximize revenue. The role develops and maintains customer relationships, manages freight orders and bookings, and coordinates with internal teams to support customer satisfaction, compliance, and reliable service. The manager leads customer calls and meetings, represents U.S. Xpress, and trains and develops Account Representatives. The position is based at U.S. Xpress headquarters and is not open to remote work. The stated schedule is 8:00 a.m. to 5:00 p.m. Work is performed in a normal office setting. Occasional travel within the Chattanooga metropolitan area and to other company facilities may be required based on business needs. The role may include additional duties as assigned.
Requirements
- College degree or equivalent work experience.
- Strong active-listening skills.
- Critical thinking and problem sensitivity, including the ability to solve complex problems.
- Time-management skills and the ability to multitask and prioritize.
- Professional customer-service phone etiquette and 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
- Accept or decline loads through tender acceptance to maximize revenue.
- Develop and maintain customer relationships to generate freight order volumes.
- Implement cross-functional action plans provided to customers or internal stakeholders.
- Monitor communication exchanges for freight load orders and accept available loads.
- Train and develop Account Representatives.
- Lead and facilitate customer calls and meetings and represent U.S. Xpress.
- Communicate customer needs to relevant internal departments in alignment with the strategic plan to support satisfaction and resolve problems.
- Own customer scorecards and manage compliance.
- Solicit committed and non-committed freight orders from assigned customers.
- 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 review booking averages and market trends.
- 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 maximize utilization of U.S. Xpress trailers.
- Collaborate in person with people 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 prospective customers to establish rapport, communication, and expectations.
- Maintain a professional appearance and demeanor appropriate for a customer-facing role.
- Travel occasionally within the Chattanooga metropolitan area and to other company facilities as business needs require.
- Perform additional responsibilities or duties as assigned.
Benefits
- Medical, dental, and vision coverage.
- Basic and supplemental life insurance.
- Accidental death and dismemberment coverage.
- Health savings accounts.
- Flexible savings 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.
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What This Job Offers
Job Type
Full-time
Career Level
Manager
