What are the responsibilities and job description for the Customer Account Manager position at RWI Logistics?
Description
Maximizes business results of designated Freight Management contract account(s) by providing transportation expertise across freight modes, technology, and functions with effective solutions for reduced costs, improved service, and committed core carrier capacity. Active development, distribution and customer alignment of business metrics that highlight both financial and service value. Works closely with internal operations, support teams, and customer to enhance customer supply chain. Acts as the liaison between the customer, carrier, shipper, and receiver through developing solid relationships with outstanding customer service.
Duties and responsibilities
Essential duties and responsibilities of the position include but are not limited to:
- Serves as primary point of contact for contracted customer account(s), and builds and maintains positive business relationships at multiple levels within the account(s) through constant communication to ensure day-to-day and long-term needs are met.
- Provides daily support and direction to the freight management operations team to ensure that freight execution meets customer SLA and key performance metrics. Collaborates with the extended Castellini support teams in issue resolution and improvement opportunities.
- Pro-actively identify and communicate issues, propose and implement solutions for continuous improvement regarding processes, cost, service, and profitability.
- Conducts regular business reviews, leveraging internal data and market intelligence to gain customer insights, and understand positive and negative trends in data. Uncover new opportunities for growth, deliver cost savings/containment, and retain and grow the business by presenting strategic solutions to customers.
- Collaborates with capacity team to plan and create customer’s RFPs quarterly, bi-annually, or annually. Provides analysis and recommendations based on RFP results to deliver estimated savings and drive operational improvements across the network.
- Develop and distribute customer reports and internal performance management reports.
- Supports Capacity Specialist in negotiation of contract rate agreements with carriers and oversight of established rate levels with available purchased transportation providers.
- Reviews/audits and approves rate quotes and ensures all contractual obligations meet expectations, when needed.
- Manages the performance, development, rewards, and recognition of direct reports through coaching/feedback, performance management, mentoring and training.
- Responds to customer requests after primary work hours (nights and weekends) and/or work on a weekend when customers’ needs require support/escalation.
- Other duties as required and assigned
Qualifications
Qualifications to perform the job successfully include:
- Education: 4-year degree preferred
- 3-5 years logistics/supply chain industry specific experience preferred
- Solid understanding of transportation carrier/service providers contracts, various modes, transit time, and networks
- Strong interpersonal, organizational, and analytical skills with ability to multitask
- Ability to adapt and react quickly to changing expectations.
- Ability to resolve conflict, think critically, and solve complex problems.
- Excellent verbal and written communication skills, including persuasion and negotiation
- Commitment to executional excellence and outstanding customer service
Working conditions
This position is performed in a general office setting. No additional physical requirements.
Physical requirements
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee must be able to operate a computer/laptop and telephone, and ability to talk and hear.
Castellini Group of Companies is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity or national origin.