What are the responsibilities and job description for the Account Manager position at Auto Driveaway Franchise Systems LLC?
Description
Auto Driveaway Systems, LLC, one of the largest professional driveaway companies in the US, is seeking an energetic, customer-focused Account Manager to join our Truck Transport team in Kansas City. Serving as the primary point of contact for an assigned customer portfolio, the Account Manager will provide quotes, real-time load status information, answer questions, and resolve any issues that arise during the transport lifecycle. In addition, the Account Manager is responsible for generating additional business opportunities within the assigned customer portfolio and partnering with the sales team through lead and referral generation.
The most successful Account Managers are genuinely excited to help customers and find solutions to their business needs. They are patient, empathetic, and passionately communicative. They love to listen and understand the value of good communication skills. Account Managers can put themselves in their customers’ shoes and advocate for them when necessary. The ideal candidate has established problem-solving skills and customer care abilities. Our Account Managers ensure excellent service standards, respond efficiently to customer inquiries, maintain high customer satisfaction, and generate additional business based on our reputation for excellence.
Auto Driveaway is a leading national provider of professional vehicle relocation services. Auto Driveaway primarily serves large corporate fleets, fleet management companies, upfitters, dealerships and vehicle and truck OEMs with fast, safe and reliable door-to-door driveaway service nationwide. Services include fleet shipping and fleet management services; single vehicle "door-to-door driveaway" shipping; short-term and reconditioning services across all asset types. We accomplish this with personalized customer experience, an unwavering commitment to safety, and a national network of professional drivers, helping to ensure quality, accountability, and reliability on every trip.
Responsibilities:
- Manage large amounts of incoming phone calls and/or emails
- Generate additional business with current customers and sales leads for new opportunities
- Identify and assess customers’ needs to achieve satisfaction
- Build sustainable relationships and trust with customer accounts through open, proactive, and collaborative communication
- Provide accurate, valid, and complete information by using the right methods/tools, looking for new and better ways to communicate with the customer
- Meet personal/customer service team sales and service targets
- Handle customer complaints, provide appropriate solutions and alternatives within time limits; follow up to ensure resolution
- Maintain records of customer interactions, process customer accounts and file documents
- Follow communication procedures, guidelines and policies
- Go the extra mile to engage customers, ensuring a 100% effort has been made to satisfy customers’ requirements
- Provide internal and external performance reports
- Conduct investigations of all customer service failures and recommend corrective / preventative actions
Requirements:
- Proven customer support experience or experience as a client service representative
- Proven inside sales experience or experience as an Inside Sales Representative
- Experience prospecting for new customers
- Track record of over-achieving sales and performance goals
- Strong phone and email contact handling skills and active listening
- Familiarity with CRM and TMS systems and practices
- Customer orientation and ability to adapt/respond to different types of characters / personalities
- Excellent communication and presentation skills
- Ability to multi-task, prioritize, and manage time effectively
- Excellent Microsoft Office skills
- Associate or bachelor’s degree required
