The account manager oversees projects and business relationships with assigned accounts while exceeding customer’s expectations. Key responsibilities include managing excellence in service, anticipating growth opportunities, building strong client relationships, ensuring client satisfaction in helping solve their business problems with a principle objective to lead to strategic growth of sustainable, profitable revenue.
Key Duties and Responsibilities
- Oversees performance & projects with assigned accounts, including but not limited to development of new opportunities, account management, internal and external communication, support, and maintains 100% customer retention
- Provides information to clients concerning changes, and pricing; also develops and communicates solutions and opportunities to clients
- Drives process improvement and cost savings through identifying areas and potential projects to improve efficiency, profitability, quality, and customer satisfaction
- Reviews internal processes and procedures to ensure adherence with contractual documents
- Acts as liaison for internal and external communications with assigned accounts. Manage ongoing conference calls and ensure a positive relationship with assigned accounts. Provide regular status reports and manage task lists on assigned accounts progress for all project areas
- Coordinates and communicates routine and critical information between warehouse staff, department managers and supervisors, and clients to meet or exceed deadlines
- Conducts client business reviews on a quarterly or annual basis and participates in finalist presentations as needed
- Ensures reporting and communications is frequent and bi-directional. Conducts customer business reviews on a quarterly basis
- Provides cost estimates to customers as needed; inputs weekly billing of customer orders
- Build strong relationships at various levels within the customer ’s organization
- Manages account and projects using analytics and reporting tools
- Occasionally assists in warehouse operations
- Performs other duties as assigned
Experience
- 3+ years of proven success in account management preferred
- 2+ years of experience in a sales or customer service support role
- 3+ years of previous work experience in logistics industry
Education and Training
- Associate’s degree (A.A./A.S.) from two-year college or technical school or equivalent combination of experience and education
Skills/Abilities
- Customer/Client Focus
- Excellent verbal, presentation, and written communications skills
- Be able to maintain a professional demeanor and attitude always
- Multi-tasking and prioritization
- Must have the ability to identify, discuss, and solve problems, able to collaborate
- Effectively interact with all levels within the organization as well as with customers and vendors
- Process Improvement
- Manage time effectively
- Microsoft Office Suite, especially Word and Excel, at an intermediate level
- Intermediate level of knowledge of logistics and industry specific software
- Flexibility to be available for calls outside of scheduled office hours