Account Manager

Description

Position Summary:

Drive company revenue and customer diversification primarily through new business development.

Scope:

1. Cultivate and qualify new business accounts using analytical research, warm lead calling and/or any other effective techniques.
2. Use a consultative and strategic approach to interacting with customers.
3. Understand your customers, their business, and processes and identify areas of needing improvement.
4. Develop and utilize a standard operating procedure (SOP) so that all relevant parties understand the requirements and expectations of the customer account.
5. Achieve profitability; demonstrate knowledge of market and competition; align work with strategic goals.
6. Pro-actively collaborate with HBL personnel to secure capacity and or 3PL services for customer solutions, resolution of issues, and monitor providers for on-time service, service functions, and compliance with HBL requirements.
7. Communicate regularly with operations; remain vigilant of ever changing freight needs of the company.
8. Enter data or supervise data entry into the TMW system and CRM to generate reports with opportunities with assigned current and prospective customers.
9. Contribute to bid packages and follow up with pricing opportunities.
10. Resolve customer concerns, questions and/or complaints.
11. Ensure shipments are properly executed according to our company’s standard operating procedures, while meeting and exceeding carrier and customer expectations.

Requirements

Accountabilities:

1. Increase revenue month over month.
2. Grow and manage current/new customer accounts.
3. Provide weekly reports reflecting effort growing new/current accounts and logged calls.
4. Identify diverse customer opportunities and develop client relationships with the goal of maximizing Hill Bros. Logistics’ profits while ensuring customer satisfaction.
5. Understand and monitor market trends, develop solutions, and present these solutions through the combined services of HBL.
6. Keep records of customer interaction; record details of inquiries, complaints and comments, as well as actions taken in CRM.
7. Ensure that work is complete and accurate; independently follow up with others to ensure that agreements and commitments have been fulfilled.
8. Listen to others and communicate in an effective manner
9. Recognize situations that warrant initiative and resolve issues, problems, or situations in a reasonable and timely manner.
10. Generate TMW reports to monitor and analyze carrier and customer data to draw conclusions and solve problems.
11. Provide excellent customer service to internal and external customers
12. Consistently report to work as required and complete normal work hours.
13. Comply with company policy and procedures.*

Competency Statements:

1. Make decisions that support the goals and policies of the organization.
2. Take personal responsibility for the quality and timeliness of work, and achieve results with little oversight
3. Influence others to act in support of ideas, programs, or causes.
4. Develop ideas that provide solutions for our customer and carrier base
5. Enable co-workers to grow and succeed through feedback, instruction and encouragement.
6. Listen to others and communicate in an effective manner.
7. Build and maintain customer satisfaction with the services offered by HBL
8. Adapt to changing business needs with a variety of situations, individuals, customers and carriers.
9. Identify, assess and manage risk while striving to attain objectives.
10. Maintain attention to detail and pursue quality in accomplishing tasks.
11. Earn others’ trust and respect through unwavering honesty and professionalism in all interactions.
12. Able to work with a variety of situations, individuals, and groups. Be open to different and new ways of doing things.
13. Manage own time, priorities, and resources to achieve goals.

Skills:

1. Proficient using Microsoft Word and Excel
2. Able to write and speak using correct grammar
3. Work in a fast-paced, moderately high stress environment

Education, certification, and experience requirements:

1. Preferred: 4 year degree | Will accept proven track record in lieu of diploma.
2. Supply chain experience.
3. Former experience on a team (example: former athlete).
4. Experience with TMW Innovative software helpful but not necessary.
5. Experience with CRM software helpful but not necessary.