Account Specialist

Summary

The Relationship Management Specialist will have the focus of retaining business, achieving growth, account profitability, customer satisfaction and strong accounts receivable management. The Specialist will have the same scope as an Key Account Manager but on a smaller scale (i.e – a limited number of accounts).

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned.

Job Description/Responsibilities

Account Management

• Strategically manage all aspects of the customer relationship with each assigned account.
• Attend face to face meetings with key contacts as defined for each assigned account, but at least once per quarter. In most cases this will be with the parent ID location. However this may apply to key Bill To locations as required. (M)
• Actively utilize and maintain internal SalesForce tool for assigned accounts. Maintain meeting notes and trip notes as required in SalesForce. (M)
• Manage open tasks for assigned accounts to ensure deliverables are met and closure occurs on key customer initiatives. (M)
• Coordinate, lead, and facilitate all customer business reviews (BR’s) as required for assigned accounts. (M)
• Support both the customer and the internal ProTrans Start-up team with implementations for assigned accounts.
• Understand ProTrans IT infrastructure and suite of solutions and have “user knowledge” for all systems your assigned accounts may utilize. This includes the suite of Business Intelligence (Smart Metrics) and how they interface with each customer.
• Understand ProTrans operational processes for all areas relating to the services your assigned accounts have under contract.
• Serve as an escalation point on assigned accounts to address significant customer issues.
• Manage report creation and distribution for assigned accounts.
• Support quality initiatives from a strategic standpoint to maintain high customer service levels.
  
  

Contract Management

• Understand all contract and service agreement terms, addendums, etc. for assigned accounts.
• Manage assigned account statements/scope of work, and ensure all departments are operating to the contractual requirements established.
• Support internal and external customer billing inquiries as requested.
• Support all Accounts Receivable efforts as required to assure assigned accounts are within payment terms. (M)
• Responsible for the identification and implementation of customer savings in order to support contractual requirements. (M)
• Engage with key customer contacts, Sales and Senior Management on any commercial and contractual items as needed.
• Negotiate rate increases as needed with assigned accounts.
  
  

Business Growth & Retention

• Monitor the ProTrans Business Intelligence tool to support trend analysis for revenue, margin, shipment volumes, and key performance measurements. (M)
• Grow prior year’s margins for all assigned accounts to the level set by the Company. (M)
• Achieve year-over-year revenue growth for all assigned accounts to the level set by the Company. (M)
• Understand all revenue and margin streams for each assigned account and realize what positively and negatively impacts each stream.
• Provide creative pricing strategies and innovative solutions for assigned accounts.
• Meet or exceed all company required targets or goals for growth, retention, collections and customer satisfaction.
• Creation of MAS documents to support new business launches.
• Assist with implementation and project management of new business launches.
• Support Sales Team as needed to grow business.
  
  

Human Resource Management

• Participate in assigned training as prescribed by the Director of Account Management in the area of Customer Service and Sales and any other trainings identified.
  
  

Qualifications

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Must have excellent communication skills - Spanish and English preferred.
• Ability to effectively lead meetings – face to face, conference calls and/or on-line.
• Ability to utilize Microsoft Office Suite (Access, Excel, Word, PowerPoint).
• Ability to utilize web-based Business Intelligence tools to identify downward trends and continuous improvement opportunities.
• Must be self-motivated and willing to be flexible in work schedule and hours. Sometimes the job requires staying later or taking calls during off hours or weekends to assist with customer issues.
• Proven experience and ability to be a problem solver.
• Good customer relations skills and ability to communicate professionally and effectively through verbal and written methods with all management levels and customer levels.
• 5 or more years of industry experience with a proven track record of increasing responsibility.
• Excellent Leadership and motivation skills.
• Willing to travel as necessary to customer locations or other PTI/PTM locations.
• Must have Passport and be able to travel to and from Mexico as necessary.
• Ability to grasp new concepts and quickly adapt to changing circumstances/environment.
• Desire to be the best at customer service.
• Good time management skills and strong ability to manage several projects and tasks at once and excellent ability to prioritize time and efforts.
• Ability to analyze problems and opportunities and systematically approach them to make improvements both short term and long term.
• Good discernment skills in knowing when to escalate issues.
• Must have a positive approach and attitude when working with customers and co-workers.
  
  

EDUCATION And/or EXPERIENCE

Bachelor’s degree in Logistics, Transportation, or business related field with five to ten years’ experience in logistics preferred.

Language Skills

Ability to read and interpret document such as safety rules, operating and maintenance instructions, and procedure manuals. Ability to write routine reports and correspondence. Ability to speak effectively before a group of customers or employees of organization.

Mathematical Skills

Ability to work with mathematical concepts such as probability and statistical inference, and fundamentals of plane and solid geometry and trigonometry. Ability to apply concepts such as fractions, percentages, ratios, and proportions to practical situations. The ability to apply statistical techniques to shipment and delivery data is required.

REASONING ABILITY

Ability to solve practical problems, collect data, establish facts, and draw valid conclusions. Ability to interpret a variety of instructions in mathematical or diagram form and deal with several abstract and concrete variables.

Computer Skills

Excellent computer skills including all Microsoft Office programs.

PHYSICAL DEMANDS

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions for this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to sit. Employees must be able to hear in order to perform their essential job functions.

WORK ENVIRONMENT

The work environment characteristics described here are representative of those and employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

The noise level in the work environment is usually moderate.