CHATTANOOGA, TN, US
5 days ago
MANAGER, CUSTOMER ACCOUNT
Primary Position Purpose:
The Onsite Customer Account Manager is a dedicated asset to national and/or major accounts representing U.S. Xpress, Inc. A successful incumbent will partner with onsite customers to develop and maintain sustainable relationships that add value to both the account and U.S. Xpress. The Onsite Customer Account Manager will be responsible for operational performance related to the management and overall success of the account.

Position Functions:
Develop and maintain strong customer relationships to allow for the greatest opportunities in generating the highest level of freight order volumes. Promptly address any customer complaints to maximize customer satisfaction
Consistently and continually solicit committed and non-committed freight orders from a designated and assigned customer base via a multitude of communication exchanges daily, commensurate with company and business level needs
Partner with internal stakeholders to maximize freight orders and resolve any account issues. Keep customers informed of pertinent information regarding the account
Responsible for handling service reporting on assigned accounts. This includes root cause analysis for issues and creating a scorecard to present to customers during service calls and onsite meetings
Serve as the account liaison between account management and U.S. Xpress stakeholders; ensuring daily key measures are met and participation in specific account processes
Communicate and collaborate with customer colleagues
Perform additional duties custom to account such as assigning and dispatching drivers, assigning freight to drivers and load planning duties.
Partner with Carrier Team on securing ad hoc freight opportunities.
Responsible for coordinating shipment plans within U.S. Xpress as it relates to the specific account; includes acceptance of load through deliver to customer, or other account sites (i.e. plants, etc.)
Partner across numerous service providers and internal/external customers to ensure timely pick-up/delivery with accounts network
Monitor freight to ensure on-time deliveries and service to key customers is occurring; develop action plans as necessary to improve utilization
Interface with US Xpress Management and Sales personnel to advise them on feedback provided by the customer relative to our service, product offerings or, changes in their business levels with U.S. Xpress
Perform routine analysis of account metrics and service reports; ability to communicate customer metrics both to account and U.S. Xpress. Each account may include specific reports, metrics and participation in conference calls and/or meetings
Utilize booking tools to obtain data regarding booking averages and market trends; analyze volume figures at each site compared to awarded volume
May travel to a customer or business site for business related meetings up to 50%
Develops a sense of trust and integrity with the customer
Other duties as assigned by management
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