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
PHYSICAL DEMANDS/WORK ENVIRONMENT
Work Environment: Job is typically performed in a general office environment or remote environment.