What are the responsibilities and job description for the Manager - Key Accounts position at Hirschbach?
Duties & Responsibilities
- Provides services to customers in compliance with contract requirements ensuring on-time deliveries.
- Communicates all service issues promptly to the customer an elevates issues accordingly to the operations team and others within the organization as applicable.
- Coordinates customer freight shipments, including booking freight, answering customer calls and emails, and assisting with customer rate quotes.
- Maintains high customer experience ratings.
- Monitors service to ensure 95% as a guiding expectation of service rating.
- Partners with the business development team on new opportunities.
- Maintains award compliance for any assigned customers/regions.
- Monitors added services fees to stay compliant with bill back to the customer.
- Supervisors the handling of freight from shipper to receiver.
- Develops and maintains customer relationships with assigned customer base and/or geographic area.
- Builds and maintains professional and positive relationships with Hirschbach operators, operations team members, and customers.
- Supervises and leads direct reports.
- Reviews and signs off on customer billing and reporting functions.
- Serves as the key contact for customer KPI reporting meeting as scheduled per customer.
- Serves as a Point of Contact for key customers and oversees customer accounts and geographic areas.
- Handles customer complaints and inquiries.
- Creates plans of action (POA) to increase lane profitability and service percentages. Updates POAs with concerns/delays.
- Oversees the scheduling and customer service of assigned region and/or accounts.
- Reviews and completes all assigned billables.
- KPI and other reporting functions as required by the assigned customer.
- Attends meetings related to customers and occasionally travels to visit customer sites and terminal locations.
- Other duties as assigned including proactively assisting others in achieving the organization’s objectives.
- High school diploma or equivalent, paired with relevant professional experience.
- 3 years of transportation experience is preferred, paired with other relevant professional experience.
- Bachelor's Degree in Transportation/Logistics/Supply Chain, or a related field is preferred.
- Ability to process information with high levels of accuracy and energy.
- Ability to multi-task and prioritize workload.
- Computer proficiency and ability to navigate between multiple programs.
- Demonstrates an "All In to Win" attitude and displays self-motivation and a strong desire to learn within an unpredictable and demanding environment.
- Opportunity to earn bonuses!
- Full comprehensive benefit package!
- 120 hours of Paid Time Off earned on your first day!
- 401 (K)
