Senior Customer Account Manager

Job Purpose: The Senior Account Manager will be a collaborator for all Account Managers. The Senior Account Manager will assist with customer service-related questions, problems, issue resolutions as well as serve as an escalation point for the account managers if issues surpass their existing job knowledge. The Senior Account Manager will work directly with The Retail Customer Service Supervisor and Manager to ensure the highest standards of customer service. The position will report to the Retail Customer Service Manager and works closely with the Retail Customer Service Manager and Retail Customer Service Supervisor in developing, motivating, and training employees. The Senior Account Manager will also be responsible for working on long term customer service projects that require us to deviate from our process.

Essential Duties and Responsibilities:

Team

• Provides mentorship to entry level CAMs
• Knowledge management development/reporting
• Identifies opportunities to update or improve customer service procedures and makes recommendations to the Director of Customer Account Management or other appropriate staff.
• Organizes and oversees the tasks of assigned staff
• Collaborates on performance reviews for the account managers
• Monitor the handoff off between new business onboarding and the CAM team
• Oversee RFS projects and deadlines
• Develops training opportunities for the account managers to continue to progress on their professional development
• Schedule Quarterly business reviews for low touch point customers
• Review inbound contracted lanes for expiration of pricing. Proactive outreach for new addenda
• Identify inbound opportunities for customers using RJW transactionally

Services

• Program development/Upsell additional products/services
• Key relationship development
• Process management
• Front / wizard / general 'technologies' process management

Customer Success

• High level relationships development/management
• Onboarding management
• De-escalation and opportunity management

Additional Responsibilities:

• Excellent verbal and written skills.
• Knowledge and ability to enter data in Logistics software.
• Excellent problem solving and resolution skills.
• Ability to work under pressure situations.
• Ability to Multi-task.
• Detail oriented.
• De-escalation skills

Qualifications:

• 1-2 years' experience in customer service in the logistics/transportation field and or retail market.
• Intimate understanding of RJW processes and innerworkings across other departments

Education and/or Experience Required:

• Bachelor's degree or equivalent experience required.

Language Skills Sets:

• Must be able to effectively communicate, read, write, and speak English.
• Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations. Ability to write reports, business correspondence, and procedure manuals. Ability to effectively present information and respond to questions from groups of managers, clients, and customers.

Mathematical Skills:

• Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals. Ability to compute rate, ratio, and percent and to draw and interpret bar graphs.

Reasoning Ability:

• Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form. Ability to determine "root cause" of problem and determine corrective action.

Computer Skills:

• To perform this job successfully, an individual must have knowledge of Business Operating Systems, Internet software, Word Processing, KPI reporting, and Spreadsheet software.

Physical Demands:

• Must be able to occasionally lift and/or move up to 25 pounds.
• Must be able to activate phone systems utilizing keyboards and buttons.
• Must be articulate and comfortable speaking in front of others.
• Regularly works in an indoor/office environment and required to sit and/or use repetitive hand motion.
• Frequently required to talk, hear, stand and walk.
• Must be able to work in excess of continuous 8 hours when required.
• Must be able to work under stressful situations, have good cognitive skills, maintain work accuracy, and the ability to concentrate on more than one task at a time.
• Must have the ability to read and discern visual images on a variety of media with 20/20 corrected vision.
• Must be able to speak and communicate clearly over telephones.
• Must be in sound physical health as determined by a certified licensed physician with no evidence of the use of controlled substances.

Work Environment:

• While performing the duties of this Job, the employee is occasionally exposed to moving mechanical parts, and fumes or airborne particles. The noise level in the work environment will range from quiet to moderately loud.

Employer Rights:

This job description is intended to provide general information about the Sr. Customer Account Manager position. The above does not constitute an exhaustive list of the job duties to be performed by an associate holding the position of Sr. Customer Account Manager, nor are the lists of the physical requirements and environmental conditions exhaustive. You may be asked by your supervisor or managers to perform other duties. Your performance will be evaluated in part based upon your performance of the job duties listed in this job description, as well as any job duties not specifically listed above that you may be asked from time to time to perform.

As with all positions, the duties and responsibilities are subject to change at any time as needs arise and at the discretion of the RJW Transport, Inc. The Company has the right to revise this job description at any time.

Employment-At-Will:

It is the Company's policy that all associates, other than those covered by a written individual employment or labor agreement with the Company that has been authorized in writing by the Company's Chief Executive Officer or Board of Directors, are not employed for any fixed term and are employed at the will of the Company for an indefinite period. Just as our associate's, reserve the right to resign their employment at any time for any reason the Company reserves its right to terminate an associate any time for any reason either with or without cause.

Neither this Job Description nor any of its individual terms constitutes commitments between the Company and its associates as to the terms, conditions or duration of employment, nor does it modify the prevailing Employment-At-Will relationship.