Account Manager

Account Manager

Schedule: Monday- Friday 8am-5pm

Compensation: $90,000-105,000 annually

Job Description

The Account Manager role is a position that will execute on specific, defined objectives to exceed customer expectations and augment primary selling activities in the areas of account adoption, retention, and expansion to minimize customer churn and maximize portfolio penetration of customer accounts. The Account Manager role will also conduct ongoing customer post-sale performance analysis and link appropriate resources to address evolving customer needs. The role will support Forward customers and be measured on customer growth, expansion and retention targets.

Core Responsibilities & Duties

• Manage activity, responsibilities and all related tasks required for the accounts under your supervision.
• Be able to set priorities for processing transactions to meet the job expectations and required KPIs.
• Coordinate and prepare all the documentation for all job assignments.
• Manage the ops board, following through on task from order entry all the way through to putting the correct cost in the system, keeping notes, tracking, tracing, updating with delivery times, date and who signed for it.
• Knowledge of routing domestic shipments in the most economical mode to meet the customer needs as well as Omni Logistics.
• Reply to rate inquiries in a clear, concise, and timely manner.
• Maintain clear, oral and written communication with customers, agents and vendors.
• Pick - up scheduling using tools available to them; email supplier/carrier/customer BOL; make routing decisions based on info provided in TMS tool or from customer requirements such as pickup and delivery.
• Respond to and communicate all emergencies, delays due to weather or other situations, carrier schedule changes, etc. to customer.
• Review and update reports daily.
• Interact with customers and their key personnel as needed, while ensuring a high level of customer satisfaction and operational proficiency to meet growth and profitability goals.
• Ensure prompt and accurate completion of all paperwork associated with movement of inbound and outbound shipments.
• Ensure timely pick-ups, recoveries, deliveries, and airline and agent selection, while maintaining cost controls. Effective communication with them is essential to ensure shipments are executed timely and accurately.
• Maintain accurate status updates of shipments including in-transit notifications and estimated time of deliveries; communicate daily with customers to keep them informed of changes pertaining to their shipments should an update apply or be required.
• Communicate pending work and/or unresolved problems to supporting personnel and the operations manager.
• Assist in the preparation and approval of rate quotes or shipment costing for internal and external customers.
• Enter pickups and route freight.
• Create rate quotes.
• Answer telephones and helps with inquiries from customers as well as stations and/or agents.
• Respond to inquiries regarding entered data.
• Proactively solicit customer feedback and provide innovative solutions to customer service issues/barriers
• Other duties as assigned

Qualifications

• Minimum 3-5 years' freight forwarding experience.
• High School Diploma or GED required.
• Excellent customer service skills required
• Accurate typing skills and/or data entry skills.
• Intermediate proficiency in Microsoft Office, Internet and web-based applications and job specific software applications.
• Makes customers and their needs a primary focus of one's actions; developing and sustaining productive relationships.
• Ability to plan work to ensure that work is completed efficiently.
• Effectively participates in department projects related to assigned area of responsibility.
• Read, analyze, and interpret complex regulations and procedures and respond to common inquiries or complaints.
• Possess functional knowledge of regulations and compliance procedures associated with all areas of freight forwarding.
• Have experience in multi modal logistics with functional knowledge of TSA, C-TPAT and Hazmat
• High attention to detail and problem solver a must......

Skills

• The ideal candidate will possess a "can do" attitude with a "will do" work ethic
• Must have the ability to work in a fast paced/high volume sales environment
• Forward Air is an Equal Opportunity employer