Sr Customer Account Manager

Kenco • Chattanooga, TN

20h

About The Position

A Senior Customer Account Manager plays a critical role in harmonizing tactical execution with emerging strategic responsibilities. With a focus on organizational alignment, process improvement, and data analysis, the Key/Senior Account Manager is integral to driving operational success and enhancing the customer experience. This role is responsible for deepening customer relationships, supporting long-term planning initiatives, and ensuring account growth and profitability. You will bridge responsibilities between supporting the day-to-day execution of transportation operations, and driving customer growth and retention. In this role, you will actively seek opportunities for wallet share expansion, identify unmet customer needs, and recommend relevant solutions to drive long term value with customers. The Key/Senior Account Manager is empowered to lead and grow existing mid to large sized accounts through regular customer business reviews, presentation of additional service offerings, and ensuring key performance indicators are met. The role ensures our team is increasing efficiency, adding long term value, and their portfolio under management is executing to plan.

Requirements

• High school diploma required, bachelor’s degree preferred.
• 3-5 years of experience in logistics and/or supply chain management required
• 3-5 years of experience in account/solutions management of third-party logistics, with a focus on transportation solutions, preferred
• Strong verbal and written communication skills.
• Works effectively with executive level management and employees.
• Customer-first mindset with proactive, honest, and clear communication style.
• Possesses strong strategic orientation, relationship building, business acumen and negotiation skills (ability to persuade, motivate and influence others)
• Experience managing negotiations, handling simple legal matters, and setting up service contracts with financial awareness.
• Strong data interpretation, trend-identification, analytical, and problem-solving skills; ability to make and implement data driven decisions.
• Self-motivated with strong prioritization, multi-tasking, and organizational skills.
• Works with a sense of urgency.
• Demonstrated ability to serve as a “trusted advisor” to current and potential customers.
• Ability to thrive under deadlines, comfortable working in a team-oriented setting, while also delivering independent results.
• Calm under pressure and adaptable to change.
• Proficient in Microsoft Office Suite of programs; TMS (Mercury Gate) knowledge preferred.

Responsibilities

• Serve as the primary point of contact and face of Kenco for assigned customer accounts.
• Build and maintain deep customer relationships at the leader-level to support portfolio growth and retention.
• Identify and implement opportunities to further expand accounts by selling Kenco’s portfolio of services.
• Collaborate across the organization while designing and implementing solutions that help our customers solve their supply chain challenges.
• Oversee successful completion of our day-to-day commitments for assigned customer accounts.
• Identify issues and consult with customers to determine the best course of action for implementing solutions.
• Manage and solidify customer expectations through the creation and utilization of metrics.
• Collaborate with both customer and internal leadership to resolve escalated issues and identify improvement opportunities.
• Create and lead business reviews with customers while deriving insights and presenting win-win solutions that add long term value to both the organization and customer.
• Partners closely with other commercial resources to ensure reliable service, manage performance, and drive operational efficiency.
• Develop, own, and maintain account plans where applicable, analyze and identify gaps worth solutioning in customer supply chains, and provide customized solutions using mode, technology, and market insights.
• Conduct, analyze, and pivot as necessary during account health checks to ensure profitability and shipment volumes expectations.
• Provide insights and assist with customer bid response, contract proposals, and long-term planning efforts.
• Ensure proper collection of load details, provide spot and project quotes, accept tenders and maintain accurate data records in the Transportation Management System (TMS) to drive data driven decision making.

Benefits

• Medical insurance including HSA, HRA and FSA accounts
• Supplemental insurance including critical illness, hospital indemnity, accidental injury
• Dental Insurance
• Vision Insurance
• Basic Life and Supplemental Life
• Short Term and Long Term Disability
• Paid Parental Leave
• 401(k)
• Paid Time Off approximately 2 weeks (accrual begins on Day 1 of employment)
• Employer Paid Holidays- 10 days

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED