Logistics Customer Account Manager

Primary Position Purpose:

To solicit freight orders from a designated and assigned base of customers by phone, e-mail, web based platforms and electronic data interchange and once received, enter the freight orders into the XPM New Order Management System for process and service. The CXR is responsible for making their own booking decisions and has the discretion to accept or decline freight.

Position Functions:

· Develop and maintain strong customer relationships to allow for the greatest opportunities in generating the highest level of freight order volumes.

· Continuously monitor all available communication exchanges of receiving freight load orders to accept available loads

· Monitor Customer Experience Action center and proactively communicate any service deviations with customers. Seek alternative solutions including change of pickup or delivery appointments.

· Record, notate, and remedy customer complaints regarding our service to maximize customer satisfaction, attempt to resolve when possible by working with manager or with service team.

· Consistently and continually solicit committed and non-committed freight orders from a designated and assigned customer base.

· Keep customers informed of the status of 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 into XPM Order Modification system or assign pickup and delivery window into XPM Order Modification system when customer does not specify appointment times.

· Aggressively accept, pre-accept and enter all freight orders into the XPM New Order Management System.

· Advise extended coverage or day shift on changes through regular updates.

· Utilize booking tools to obtain data regarding booking averages and market trends

· Partner with Freight Analyst team on securing ad hoc freight opportunities.

· Mentor and assist in training and development of the Customer Experience Support staff.

· Monitor trailer pools at customer facilities daily to ensure the customer has the specified number of trailers available for loading

What We’re Looking For:

Education

· High school degree or equivalent experience required

Experience

· 2 years preferred in one or more of the following fields:

o Transportation

o Administrative Support

o Sales

o Service

Skills/Certifications

• Communication skills and common courtesy required; ability to exchange information effectively in a concise and logical way
• High level of tact and diplomacy when dealing with others and handling sensitive issues
• Computer skills required; experience with Microsoft Office, Internet and applicable company specific applications
• Experience working in a deadline driven environment preferred

o Customer Centric

o Attention to detail

o Ability to multitask

Licenses & Certifications

· N/A