Job Description

PURPOSE

As a Senior Account Specialist, you will be a part of a dynamic, collaborative, and hardworking team. You are the customer advocate and will help our customers understand the many nuances of transportation and help troubleshoot issues if they arise. You will partner with our clients and coworkers to solve issues, effectively and creatively, while building relationships and providing support to help their business grow.

ESSENTIAL DUTIES/RESPONSIBILITIES

Consistent Monday-Friday work schedule, no weekends

Communicate daily with both internal and external customers

Maintain a high level of activity over the phone and email through our CRM system

Ability to research, identify and capitalize on profitable opportunities that are presented daily

Ability to understand and consult customers in relation to fees, products, and services

Ability to troubleshoot and support customers in navigating service disruptions

Maintain an ongoing focus on creating positive and supportive customer experiences

Ability to establish strong partnership with key executives and decision makers within each customer and territory

Ability to collaborate with various support teams including sales and account management

Effectively navigate and utilize carrier systems and websites

Learn and employ carrier specific knowledge

Handle escalated customer service issues including but not limited to delayed and missing/damaged packages/freight, rating, BOL/label creation, reconsignments, classifying freight, scheduling pickups and product knowledge

Consult customers on how to avoid service disruptions, carrier nuances, and current industry standards

REQUIRED KNOWLEDGE/SKILLS/ABILITIES

Previous experience working directly with customers

Outstanding collaboration and communication skills at multiple levels

Ability to work as a team

Exceptional verbal and written communication skills

Customer focused and solutions-oriented

Commitment to continuous improvement

Strong growth mindset with the willingness to learn and be coached

QUALIFICATIONS/EDUCATION

High School diploma or GED required

Bachelor’s degree in communications, business, marketing, or other business-related fields preferred

Ability to adapt to a fluctuating environment

Robust prioritization, organization, and time management skills