Job Description
The Manager, Truckload Account Development is responsible for managing a team of Truckload Account Specialists and fostering their professional development to ensure adherence to performance metrics. This position supervises the execution of strategies and services for the team's customer account portfolio, comprised of enterprise-sized businesses. Additionally, this position is accountable for ensuring the development of customer accounts to drive growth in accordance with organizational objectives and handle load level escalations.
The Manager, Truckload Account Development is responsible for managing a team of Truckload Account Specialists and fostering their professional development to ensure adherence to performance metrics. This position supervises the execution of strategies and services for the team's customer account portfolio, comprised of enterprise-sized businesses. Additionally, this position is accountable for ensuring the development of customer accounts to drive growth in accordance with organizational objectives and handle load level escalations.
Responsibilities
- Manage a team of all levels of Truckload Account Specialists.
- Assist with escalated problem solving, risk management, and ensure incidents are resolved.
- Collaborate with internal stakeholders including, but not limited to, Carrier Sales, Yield, Truckload Strategy, Business Development, and Accounting to optimize the success of the customer account.
- Implement effective customer operations processes to execute service efficiency.
- Assist Senior leadership with developing and implementing the customer account strategy to meet volume and revenue goals in alignment with organizational objectives.
- Ensure strategy execution on all customer accounts and adherence to customer account budget.
- Monitor and report customer account metrics then analyze trends to make informed decisions while evaluating the effectiveness of the customer account strategy.
- Provide training and professional development for Truckload Account Specialists, allocate workload distribution, and ensure adherence to performance metrics.
- Proactively review and analyze customer score cards and account data to make informed decisions.
- Other duties and projects, as assigned.
- Collaborate with Yield to assist with RFP strategy and execution, assess RFP backup rates, sign off on all rates submitted, monitor award actualization, review spot compliance, and implement pricing adjustments as needed.
- Proactively identify opportunities for process optimization, efficiency, and implement continuous improvement initiatives.
- Manage load board for customer account portfolio and handle all load level escalations.
- Ensure invoice compliance and monitor accessorial charges, out-of-pocket expenses, and past due accounts.
- Develop the skillsets of Truckload Account Specialists to ensure proficiency in areas including, but not limited to, operational efficiency, pricing ability, spot quoting compliance, effective customer and internal communication, and a thorough understanding of key performance indicators (KPIs).
- Monitor customer retention reports and take proactive measures to address accounts that show signs of decline.
Requirements
Education:
- Bachelor's Degree, preferred
- 3 years Experience in third-party logistics, preferred
- 3 years Experience in Customer Operations, Account Management, Customer Sales, or related field, preferred
- Experience meeting performance expectations in the Truckload Account Specialist II position or Truckload Account Specialist III position, preferred
- Advanced experience with transportation management software, shipper platforms, and pricing tools, required
- Proficient in Microsoft Office Suite, required
- Ability to align business initiatives with customer account strategy to achieve goals, required
- Ability to coach, develop, and lead others, required
- Ability to prioritize workload and manage multiple customer accounts, required
- Analytical mindset with the ability to interpret data and make informed decisions, required
- Deep understanding of the freight market, required
- Diligent at driving operational efficiencies, required
- Effective communication skills, both written and verbal, required
- Exceptional organizational skills and meticulous attention to detail, required
- Proven ability to drive customer account growth, required
- Proven experience spot quoting and successfully utilizing pricing tools, required
- Strong problem-solving skills and critical thinking ability, required
- Sound decision-making abilities, required
- Accountability
- Business Markets
- Decision Making and Critical Thinking
- Leadership
- Planning: Tactical, Strategic
- Problem Solving
- Selling
- Service Excellence
Other Details
Work Hours:
- Generally, 8:00 am - 5:00 pm with occasional irregular hours depending on workload.
Location: Chicago, Fort Smith, Fayetteville, Nashville or Remote
- Salary range is $68,000 to $85,000 (this range is for Chicago, IL and may vary by location)
- This is a salary position paid biweekly.
- Variable compensation is included.
About Us
MoLo®, a service of ArcBest®, provides best-in-class truckload brokerage services across North America, connecting shippers and carriers to deliver products when and where they're needed. Backed by ArcBest's reliable asset-based system, we offer the capacity to scale and keep supply chains moving and businesses growing. We're Driven for Better, prioritizing transparency and trusted relationships with our customers, carriers and our people.
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