Senior Customer Account Manager

About the role

The Senior Account Manager collaborates with all Account Managers, providing support for customer service-related inquiries and acting as an escalation point for more complex issues. Reporting to the Retail Customer Service Manager, they work closely with the Retail Customer Service Supervisor to uphold high standards of customer service.

Responsibilities

• Mentorship for entry-level Account Managers
• Knowledge management development and reporting
• Identify opportunities to update or improve customer service procedures
• Organize and oversee assigned staff tasks
• Collaborate on performance reviews for account managers
• Monitor handoffs between new business onboarding and the CAM team
• Oversee RFS projects and deadlines
• Develop training opportunities for account managers
• Schedule quarterly business reviews for low-touch point customers
• Review inbound contracted lanes for pricing expiration
• Proactively seek new addenda opportunities
• Upsell additional products/services
• Manage key customer relationships
• Onboard new customers
• De-escalate customer issues

Qualifications

• 1-2 years' experience in customer service in logistics/transportation field and/or retail market
• Bachelor's degree or equivalent experience
• Excellent verbal and written communication skills
• Knowledge and ability to enter data in Logistics software
• Excellent problem-solving and resolution skills
• Ability to work under pressure and multitask
• Detail-oriented
• De-escalation skills