Manager, Truckload Account Development - ENT

ArcBest•Chicago, IL

33d

About The Position

The Manager, Truckload Account Development is responsible for managing a team of Truckload Account Specialists and fostering their professional development to ensure adherence to performance metrics. This position supervises the execution of strategies and services for the team's customer account portfolio, comprised of enterprise-sized businesses. Additionally, this position is accountable for ensuring the development of customer accounts to drive growth in accordance with organizational objectives and handle load level escalations.

Requirements

Bachelor's Degree, preferred
3 years Experience in third-party logistics, preferred
3 years Experience in Customer Operations, Account Management, Customer Sales, or related field, preferred
Experience meeting performance expectations in the Truckload Account Specialist II position or Truckload Account Specialist III position, preferred
Advanced experience with transportation management software, shipper platforms, and pricing tools, required
Proficient in Microsoft Office Suite, required
Ability to align business initiatives with customer account strategy to achieve goals, required
Ability to coach, develop, and lead others, required
Ability to prioritize workload and manage multiple customer accounts, required
Analytical mindset with the ability to interpret data and make informed decisions, required
Deep understanding of the freight market, required
Diligent at driving operational efficiencies, required
Effective communication skills, both written and verbal, required
Exceptional organizational skills and meticulous attention to detail, required
Proven ability to drive customer account growth, required
Proven experience spot quoting and successfully utilizing pricing tools, required
Strong problem-solving skills and critical thinking ability, required
Sound decision-making abilities, required
Accountability
Business Markets
Decision Making and Critical Thinking
Leadership
Planning: Tactical, Strategic
Problem Solving
Selling
Service Excellence

Nice To Haves

Bachelor's Degree, preferred
3 years Experience in third-party logistics, preferred
3 years Experience in Customer Operations, Account Management, Customer Sales, or related field, preferred
Experience meeting performance expectations in the Truckload Account Specialist II position or Truckload Account Specialist III position, preferred

Responsibilities

Ensure invoice compliance and monitor accessorial charges, out-of-pocket expenses, and past due accounts.
Collaborate with internal stakeholders including, but not limited to, Carrier Sales, Yield, Truckload Strategy, Business Development, and Accounting to optimize the success of the customer account.
Manage a team of all levels of Truckload Account Specialists.
Develop the skillsets of Truckload Account Specialists to ensure proficiency in areas including, but not limited to, operational efficiency, pricing ability, spot quoting compliance, effective customer and internal communication, and a thorough understanding of key performance indicators (KPIs).
Implement effective customer operations processes to execute service efficiency.
Other duties and projects, as assigned.
Monitor customer retention reports and take proactive measures to address accounts that show signs of decline.
Assist Senior leadership with developing and implementing the customer account strategy to meet volume and revenue goals in alignment with organizational objectives.
Collaborate with Yield to assist with RFP strategy and execution, assess RFP backup rates, sign off on all rates submitted, monitor award actualization, review spot compliance, and implement pricing adjustments as needed.
Proactively review and analyze customer score cards and account data to make informed decisions.
Ensure strategy execution on all customer accounts and adherence to customer account budget.
Proactively identify opportunities for process optimization, efficiency, and implement continuous improvement initiatives.
Monitor and report customer account metrics then analyze trends to make informed decisions while evaluating the effectiveness of the customer account strategy.
Manage load board for customer account portfolio and handle all load level escalations.
Assist with escalated problem solving, risk management, and ensure incidents are resolved.
Provide training and professional development for Truckload Account Specialists, allocate workload distribution, and ensure adherence to performance metrics.