Key Account Manager

Key Account Manager

MODE Global is the 5th largest truckload broker and the largest non-asset intermodal provider in North America. With over 200 agents / offices distributed from coast to coast, MODE Global operates under a family of businesses and brands, delivering as a premier full-service solutions provider to the logistics industry.

Manages key account(s) by ensuring that our clients receive the best product at the most reasonable cost, while maximizing margin, and network efficiency. This role is responsible for building relationships within our key account to leverage growth of account. Responsible for all day-to-day activities in the transportation cycle : dispatching carriers to align with our customers' needs, tracking shipments, customer reporting, and invoicing.

Manage the operational day to day tasks of assigned Key Accounts.

Develop and maintain solid professional relationships with key accounts, vendors, negotiate for cost-effective services, and support operational processes.

Producing, reviewing, and distributing documentation.

Provide customer service internally and externally through phone, email, and other communication methods.

Builds and established rapport with Key Accounts leading to better communication, support, and growth potential.

Research and quote transportation costs specific to key account comparable services.

Develop, grow, and expand the business while ensuring timely and accurate pricing. Utilize analytics to analyze profitability and assess future margin requirements while leading the development and execution of analytic tools and other strategies that drive growth, increase profitability, and improve processes.

Leverage relationship with key account to include on-site visits, securing competitive margin and revenue.

Collaborate to ensure accurate and complete alignment of clients and lanes through required notifications, reporting, accessorial agreements and invoicing while ensuring key account growth in volume and margin.

Ensure carrier performance and event compliance according to Company standards.

Identify and prioritize problems and implement actions to correct the situation.

Develop and execute timely resolutions to transit delays; notify clients of any issues with their shipments and educate them on industry and / or regulatory changes.

Ensure complete, accurate, and timely client order acceptance / entry into the Company system via EDI, web tender, email, fax, phone, or other applicable form of communication.

Facilitate efforts to determine most cost-effective recover plan for missed pick-ups and deliveries.

Identify accessorial charge patterns; consult with clients to develop processes to reduce charges.

Determine which accessorial charges can billed and effectively communicate charges to clients / vendors within 24 hours of occurrence.

Assist Sales and Accounting departments on invoicing discrepancies, acting as lead on all customer communications.

Some after hours and weekend work to respond to issues as needed.

Other duties and projects as assigned.

Regular attendance and punctuality are required.

Operates safely in all conditions.

Follows policies and procedures.

Previous brokerage-related or transportation-related experience preferred. Quick learner, multi-tasker, organized, detail-oriented, problem-solver. Strong customer service and communication skills; thrives in a fast-paced environment. Proven experience managing / prioritizing own work assignments, and meeting deadlines. Requires confidence and independent decision-making skills to problem-solve, juggle competing priorities, and provide accurate and responsive customer service. Ability to quickly assess client situations and escalate to management when needed. Ability to work effectively independently and within a team environment. Experience with standard Microsoft Office and related technology. Ability to work in a constant state of alertness and in a safe manner. Must be capable of working under tight time constraints in a high-volume environment with multiple priorities. Must be authorized to work in the United States. Must be able to work flexible hours across all shifts, weekends, etc based upon business operational demands and may be required to operate across various locations.

At MODE, we're dedicated to providing our employees with a working environment where they can flourish professionally and personally. You can expect an inclusive and supportive workplace where people help each other succeed. Our benefits package is exceptional, including medical, dental, and vision with flexible time off policies. We believe in the future of our employees, so we offer a generous match to your 401k plan. With locations all across the United States, you can join us in providing transportation and logistics solutions to our customers.

MODE Global is an equal employment opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status or any other characteristic protected by law.