Manager - Key Accounts

Job Title

Duties & Responsibilities :

• Provides services to customers in compliance with contract requirements ensuring on-time deliveries.
• Communicates all service issues promptly to the customer and elevates issues accordingly to the operations team and others within the organization as applicable.
• Coordinates customer freight shipments, including booking freight, answering customer calls and emails, and assisting with customer rate quotes.
• Maintains high customer experience ratings.
• Monitors service to ensure 95%+ as a guiding expectation of service rating.
• Partners with the business development team on new opportunities.
• Maintains award compliance for any assigned customers / regions.
• Monitors added services fees to stay compliant with bill back to the customer.
• Supervises the handling of freight from shipper to receiver.
• Develops and maintains customer relationships with assigned customer base and / or geographic area.
• Builds and maintains professional and positive relationships with Hirschbach operators, operations team members, and customers.
• Supervises and leads direct reports.
• Reviews and signs off on customer billing and reporting functions.
• Serves as the key contact for customer KPI reporting meeting as scheduled per customer.
• Serves as a Point of Contact for key customers and oversees customer accounts and geographic areas.
• Handles customer complaints and inquiries.
• Creates plans of action (POA) to increase lane profitability and service percentages. Updates POAs with concerns / delays.
• Oversees the scheduling and customer service of assigned region and / or accounts.
• Reviews and completes all assigned billables.
• KPI and other reporting functions as required by the assigned customer.
• Attends meetings related to customers and occasionally travels to visit customer sites and terminal locations.
• Other duties as assigned including proactively assisting others in achieving the organization's objectives.

Talent Requirements and Skills :

Benefits :