600 - Beyond Brokerage Support - Senior Account Specialist - Beyond Brokerage

Essential Duties/Responsibilities

• Consistent Monday-Friday work schedule, no weekends
• Communicate daily with both internal and external customers
• Maintain a high level of activity over the phone and email through our CRM system
• Able to research, identify and capitalize on profitable opportunities that are presented daily
• Able to understand and consult customers in relation to fees, products, and services
• Able to troubleshoot and support customers in navigating service disruptions
• Maintain an ongoing focus on creating positive and supportive customer experiences
• Able to establish strong partnership with key executives and decision makers within each customer and territory
• Able to collaborate with various support teams including sales and account management
• Effectively navigate and utilize carrier systems and websites
• Learn and employ carrier specific knowledge
• Handle escalated customer service issues including but not limited to delayed and missing/damaged packages/freight, rating, BOL/label creation, reconsignments, classifying freight, scheduling pickups and product knowledge
• Consult customers on how to avoid service disruptions, carrier nuances, and current industry standards

Required Knowledge/Skills/Abilities

• Previous experience working directly with customers
• Outstanding collaboration and communication skills at multiple levels
• Exceptional verbal and written communication skills
• Customer focused and solutions-oriented
• Commitment to continuous improvement
• Strong growth mindset with the willingness to learn and be coached

Qualifications/Education

• High School diploma or GED required
• Bachelor’s degree in communications, business, marketing, or other business-related fields preferred
• Ability to adapt to a fluctuating environment
• Robust prioritization, organization, and time management skills