Note: The job is a remote job and is open to candidates in USA. U.S. Xpress is a transportation and logistics company seeking a Customer Account Manager to manage a customer book of business, including freight commitments, service, revenue growth, and relationship development. The role owns day-to-day tender decisions, customer communications, load booking, compliance, and the development of Account Representatives.
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
Skills
- College Degree or equivalent work experience required
- 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
- Customer Service, Administration, Logistics & Supply Chain, Data Entry, or Transportation experience preferred
Benefits
- Personal and professional development opportunities
- Employee stock options
- Profit-sharing
- 401K
- Medical, Dental, and Vision
- Basic/Supplemental Life
- Accidental Death/Dismemberment
- Health Savings Accounts
- Flexible Savings Accounts
- Company Paid Holidays
- Paid Time Off
- 401k with Employer Matching Contribution
- Employee Stock Purchase Plan
- Paid Parental Leave
- Short Term Incentive Program
- Employee Assistance Program
- Pet Insurance
Company Overview