Brokerage Account Manager

About the role

The Account Manager is responsible for providing customer service by building and maintaining relationships with customers and responding to their needs and expectations. Account Managers are also responsible for soliciting potential business and new business from active customers.

Responsibilities

• Foster and build relationships and opportunities for stability and long term growth with customers by gaining an understanding of their expectations and specific preferences.
• Book freight aggressively, with a sense of urgency, and in a manner that keeps every driver moving daily and eliminates layovers for more efficient and profitable operations.
• Plan ahead by working with the Operations group continuously throughout the day, booking as much freight as possible in advance.
• Proactively identify potential service failures and work with Operations to remedy issues.
• Communicate with customers regarding status updates as required by customers and provide solutions to problems that arise.
• Solicit potential business and new business from active customers through weekly emails and phone calls.
• Enter activity logs in SalesForce for all customer solicitations and sales.
• Enter data into the TMW system accurately and completely.
• Understand and actively work with customer-issued scorecards to improve customer service and meet customer expectations.
• Maintain regular and predictable attendance.
• Update customer websites with shipment information.
• Manage carrier scorecards and determine if carrier is qualified to move freight.
• Obtain and set pickup and delivery appointments when applicable.
• Communicate any customer changes or needs to the entire Operations and Sales teams; serve as the internal conduit for customers.
• Comply with company policies and procedures and all applicable laws and regulations.

Requirements

• High School Diploma or equivalent.
• Preferred: Bachelor’s Degree or relevant experience.
• Sit at a desk and operate a computer and telephone for the majority of your shift; walk the operations floor as needed to communicate with others; ability to stay focused in a busy, loud environment.

Skills

• Ability to work and communicate effectively with others promoting a team environment; support coworkers.
• Listen to problems first in order to gain a clear understanding and provide solutions to customers.
• Thrive in a fast paced, high volume work environment.
• Possess the ability to accept constructive criticism from both external and internal sources; learn from mistakes to improve professional skills.
• Possess basic computer skills.
• Knowledge of Microsoft Office programs such as Word and Excel is desirable.