What are the responsibilities and job description for the Customer Account Specialist -3404 position at MTW recruit?
Customer Experience :
Establishes contacts and builds relationships with customers to understand the customer's needs
Communicates proactively with customers, carriers, suppliers, and internal stakeholders to ensure customer needs are met
Manages conflict and navigates difficult conversations with the customer using tact and diplomacy
Responds to customer inquiries and provides updates related to exception management in a timely manner
Ensures quality execution against expectations, identifies issues, and implements solutions
Reviews internal and customer data inclusive of customer aligned KPIs for quality and accuracy
Executes pricing strategy through applying effective negotiation skills, market acumen and knowledge of customer buying habits
Contributes daily to the growth of the business by understanding commitments, listening to customers' needs and providing specific knowledge to influence result
Process Efficiency :
Accountable to adopt and apply new tool and processes that improve overall workflow
Learns and applies knowledge of best practices to maintain consistency and gain efficiencies across the network
Utilizes data / reporting to identify and improve service results in order to meet customer expectations
Partners with internal resources to ensure account processes and SOPs are complete and adhered to
Actively engages in daily / weekly team stand ups
Execution :
Leverages technology for order statuses and initiates corrective action when exceptions occur (verifying pricing, weights, delivery times, ship quantities, load information, etc.)
Executes customer workflows, preferences and SOPs and applies this knowledge to create efficient, cost-effective solutions for the customer Provides ongoing issue resolution through communication with the customer and offers options and alternative solutions in a timely manner
Works directly with the Account Management, Operations and Capacity teams to refine and improve daily execution and ensure exceptional service is delivered to customers
Performs non-standardized operational work as needed to ensure a high-level customer experience
Other duties or responsibilities as assigned according to the team and / or country specific requirements
QUALIFICATIONS Required :
High School Diploma or GED Customer Engagement Experience Ability to travel up to 5% (domestically)
Preferred : Bachelor's Degree from an accredited college or university Attention to detail, accuracy, and problem solving
Demonstrated negotiation, collaboration, and influencing skills
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