Account Manager III

Position: Account Manager

Location: Mount Prospect, IL

Job Description:

The Account Manager oversees the Omni BI Tool, metrics, and KPIs for internal teams and clients, ensuring successful account management and client satisfaction. This role involves managing multiple client accounts, building strong relationships, and collaborating with cross-functional teams to meet client goals. The Account Manager leads team development, identifies upsell opportunities, and drives client retention. Additionally, the role includes improving processes, ensuring regulatory compliance, and preparing client presentations, reporting, and QBRs, all while maintaining operational excellence and superior customer service.

Core Responsibilities & Duties:

• Manage and oversee Omni BI Tool, Metrics, and KPI’s for your team and clients
• Manage multiple accounts, develop positive working relationships with all customer touch points
• Develop and train team members to identify opportunities for improvement
• Evaluate strengths/weaknesses of your team to promote continuous improvement and growth of your team members
• Partner with internal cross-functional teams to understand customer goals and key performance metrics and exceed those goals
• Make the client aware of other services and actions that may lead to greater success
• Drive client retention upsells and client satisfaction
• Provide and develop new processes and workflows as needed
• Improve and ensure adherence to procedures while handling external customer requests such as order status and follow up, expediting, shipping, and product receipt
• Focus on ensuring we maintain superior customers service levels, operational excellence, and strategic insight.
• Prepare and deliver effective client presentations, reporting and QBR’s
• Strong focus on regulatory compliance and industry best practices
• The ability to decipher data and effectively report that data
• Performs other related duties as assigned by management
• Other duties as assigned

Qualifications:

• High School, bachelor’s degree, or equivalent work experience.
• 5 years freight forwarding operations / account management - shipping/logistics experience preferred.
• PC proficient with a comprehensive understanding of Microsoft Office applications and ability to learn company’s TMS and WMS systems.
• Strong attention to detail and ability to handle high volume of transactions.
• Ability to multitask and to react well under pressure.
• Ability to manage and motivate a team and their skills.
• Adapt and able to deal with frequent changes in the work environment.
• Strong communication skills both verbal and written.
• Ability to interface cross-functionally and coordinate efforts with other organizations (Sales, Operations, International, IT, and Finance)
• Decision making and problem-solving skills.

Skills:

• The ideal candidate will possess a “can do” attitude with a “will do” work ethic
• Must have the ability to work in a fast paced/high volume sales environment

Forward Air is an Equal Opportunity employer.

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