Dedicated Account Strategic Specialist

Position Summary

The Strategic Dedicated Account Associate serves as a business partner to Dedicated Account leadership by supporting customer operations, compliance initiatives, performance reporting, and operational improvement efforts. This role analyzes operational and customer data, coordinates cross-functional communication, supports account performance initiatives, and helps ensure customer expectations and business objectives are consistently achieved

Role and Responsibilities

• Analyze operational, compliance, service, and customer performance metrics to identify trends, risks, and opportunities for improvement

• Monitor and maintain performance visibility related to service levels, fuel and idle performance, safety metrics, leave tracking, breakdowns, compliance activities, and operational scorecards

• Develop, maintain, and distribute reports, dashboards, trackers, and business summaries that support leadership decision-making

• Partner with Dedicated Account leadership to support customer initiatives, operational changes, service improvements, and continuous improvement efforts

• Assist with customer service activities, including service issue resolution, appointment scheduling, customer scorecard reviews, trailer pool management, and communication with customers and drivers

• Monitor compliance records and operational trackers to identify exceptions, ensure accountability, and coordinate follow-up with distribution centers, terminals, and leadership teams

• Support claims management and risk mitigation efforts through research, documentation gathering, issue escalation, and communication with internal stakeholders

• Assist with training, communication, and process improvement initiatives that enhance operational performance, compliance, and customer service

• Coordinate with Operations, Sales, Safety, Risk Management, and other departments to support account objectives and resolve operational challenges

• Exercise independent judgement when prioritizing issues, evaluating data, recommending solutions, and supporting business decisions

• Handle confidential information with professionalism and discretion

• Maintain regular attendance, manage multiple priorities, travel as needed, and perform other duties or special projects as assigned