Sr. Customer Account Manager

About the role

The Senior Account Manager will be a collaborator for all Account Managers, assisting with customer service-related questions, problems, and issue resolutions, as well as serving as an escalation point when issues surpass existing job knowledge. This position works directly with the Retail Customer Service Supervisor and Manager to ensure the highest standards of customer service, reports to the Retail Customer Service Manager, and works closely with both the Retail Customer Service Manager and Retail Customer Service Supervisor in developing, motivating, and training employees. The Senior Account Manager will also be responsible for working on long-term customer service projects that require deviation from standard processes.

Responsibilities

• Provides mentorship to entry level CAMs
• Knowledge management development/reporting
• Identifies opportunities to update or improve customer service procedures and makes recommendations to the Director of Customer Account Management or other appropriate staff
• Organizes and oversees the tasks of assigned staff
• Collaborates on performance reviews for the account managers
• Monitor the handoff between new business onboarding and the CAM team
• Oversee RFS projects and deadlines
• Develops training opportunities for the account managers to continue to progress on their professional development
• Schedule Quarterly business reviews for low touch point customers
• Review inbound contracted lanes for expiration of pricing
• Proactive outreach for new addenda
• Identify inbound opportunities for customers using RJW transactionally
• Services Program development/Upsell additional products/services
• Key relationship development
• Process management
• Front / wizard / general 'technologies' process management
• Customer Success: High level relationships development/management, onboarding management, de-escalation and opportunity management

Qualifications

• 1-2 years' experience in customer service in the logistics/transportation field and/or retail market
• Intimate understanding of RJW processes and innerworkings across other departments

Education

• Bachelor's degree or equivalent experience required

Skills

• Excellent verbal and written skills
• Knowledge and ability to enter data in Logistics software
• Excellent problem solving and resolution skills
• Ability to work under pressure situations
• Ability to multi-task
• Detail oriented
• De-escalation skills
• Ability to effectively communicate, read, write, and speak English
• Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations
• Ability to write reports, business correspondence, and procedure manuals
• Ability to effectively present information and respond to questions from groups of managers, clients, and customers
• Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals
• Ability to compute rate, ratio, and percent and to draw and interpret bar graphs
• Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists
• Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form
• Ability to determine "root cause" of problem and determine corrective action
• Knowledge of Business Operating Systems, Internet software, Word Processing, KPI reporting, and Spreadsheet software

Physical demands

• Must be able to occasionally lift and/or move up to 25 pounds
• Must be able to activate phone systems utilizing keyboards and buttons
• Must be articulate and comfortable speaking in front of others
• Regularly works in an indoor/office environment and required to sit and/or use repetitive hand motion
• Frequently required to talk, hear, stand and walk
• Must be able to work in excess of continuous 8 hours when required
• Must be able to work under stressful situations, have good cognitive skills, maintain work accuracy, and the ability to concentrate on more than one task at a time
• Must have the ability to read and discern visual images on a variety of media with 20/20 corrected vision
• Must be able to speak and communicate clearly over telephones
• Must be in sound physical health as determined by a certified licensed physician with no evidence of the use of controlled substances

Work environment

While performing the duties of this job, the employee is occasionally exposed to moving mechanical parts, and fumes or airborne particles. The noise level in the work environment will range from quiet to moderately loud.