Job Description
The Coordinator - Enterprise Account Management manages and oversees the service-level agreements for the organizations largest, most growth-prone accounts. This position provides both internal and external customer support regardless of mode or channel of interaction and proactively monitors, coordinates, and reports on behalf of these accounts to ensure we deliver a best-in-class customer experience. The Coordinator - Enterprise Account Management also collaborates with carriers and service providers to deliver creative solutions that meets the needs of our customers' supply chain that positions the organization to develop long-lasting relationships with key strategic partners.
The Coordinator - Enterprise Account Management manages and oversees the service-level agreements for the organizations largest, most growth-prone accounts. This position provides both internal and external customer support regardless of mode or channel of interaction and proactively monitors, coordinates, and reports on behalf of these accounts to ensure we deliver a best-in-class customer experience. The Coordinator - Enterprise Account Management also collaborates with carriers and service providers to deliver creative solutions that meets the needs of our customers' supply chain that positions the organization to develop long-lasting relationships with key strategic partners.
Responsibilities
- Identify reasons on why business was not secured when quoting.
- Determine and assess customer needs to create and deliver a market competitive solution and price through the development of a spot quote.
- Serve as a central point of contact for ArcBest's largest most growth prone accounts that need solution development, specialized monitoring, reporting, spot pricing, and/or dedicated customer service functions.
- Work in a team setting to accomplish department goals.
- Use multiple systems and programs in support of customer needs and expectations.
- Communicate shipment status to both internal and external customers.
- Understand customers' complete supply chain and explain how the organizations capabilities and services can complement their business model.
- Understand target pricing based upon various factors, including but not limited to, market conditions, costs, and values.
- Serve as the central access point for the entire suite of logistics solutions that ArcBest offers for those accounts.
- Other duties and projects, as assigned.
- Maintain knowledge of standard operating procedures as outlined for each account and think outside of the SOP to creatively solve customer challenges and improve Customer Experience.
- Provide access, assistance, and support concerning the Web site.
- Complete pickup requests and rate corrections.
- Ask and negotiate for the business when working with customers and providers to win/grow the business.
- Manage the workflow demands of a sophisticated CRM system that drives productivity and collaboration throughout the department.
- Maintain a positive attitude in a highly intense environment.
- Track, trace, and proactively monitor shipments for specific accounts.
- Create BOL's and provide shipment specific documentation.
Requirements
Education:
- Associate's Degree, preferred
- 1 year Experience in Logistics industry or Enterprise Account Management preferred.
- Additional education may be considered in lieu of experience.
- Proficient with Microsoft Office Suite, preferred
- Accountability
- Active Learning
- Customer Focus
- Effective Communications
- Managing Multiple Priorities
- Problem Solving
- Products and Services
Other Details
Work Hours:
- Work hours vary based on scheduling to provide market coverage during normal business hours generally Monday-Friday, 6am-7pm. May include occasional irregular and weekend hours depending on workload.
- This is a salary position paid biweekly.
About Us
ArcBest® is a multibillion-dollar integrated logistics company that helps keep the global supply chain moving. We offer ground, air, and ocean transportation through various capacity providers, including our LTL carrier ABF Freight®, our truckload service MoLo®, and our expedite fleet, Panther Premium Logistics®. Through our managed solutions, we partner with customers to create logistics strategies that increase operational efficiencies, reduce costs and give better insights into their supply chains. We also offer moving services through U-Pack®. Our technology and innovations team, ArcBest Technologies, provides custom-built solutions, leading-edge technology, and advanced analytics that help support our customers and optimize supply chains. Want to join the ArcBest team? We're looking for top talent who supports our values-driven culture and is driven to deliver an excellent customer experience.
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