What are the responsibilities and job description for the Customer Account Manager position at RWI Logistics?
Description
The Customer Account Manager plays a pivotal role in driving the success of high-value Freight Management contracts. This position is entrusted with comprehensive oversight, leveraging extensive transportation expertise across all freight modes, technologies, and functions to deliver innovative and impactful solutions. The role demands a strategic approach to cost management, service enhancement, and capacity commitment, ensuring that business objectives are not only met but exceeded. Collaborates closely with both internal teams and customers, guiding efforts to optimize and elevate the entire supply chain experience. As the key liaison between all stakeholders, this role is central to building and maintaining robust, high-level relationships through exceptional service delivery.
Duties and responsibilities
Essential duties and responsibilities of the position include, but are not limited to:
- Strategic Account Leadership: Act as the primary contact for significant customer accounts, fostering and maintaining high-impact business relationships across all organizational levels. Ensure both immediate and long-term goals are consistently achieved through strategic communication and leadership.
- Advanced Operational Oversight: Provide expert guidance and strategic direction to the freight management operations team, ensuring that all freight activities align with stringent Service Level Agreements (SLAs) and exceed key performance metrics.
- Proactive Improvement Initiatives: Take a leading role in identifying opportunities for process improvements, cost reduction, and service enhancement. Develop and implement forward-thinking solutions that drive sustained profitability and operational excellence.
- Comprehensive Business Analysis: Conduct in-depth business reviews, leveraging advanced data analytics and market intelligence to uncover insights. Use these insights to present innovative growth strategies, deliver substantial cost savings, and secure ongoing business expansion.
- RFP and Network Optimization: Collaborate closely with the capacity team to oversee and refine the Request for Proposal (RFP) process. Analyze outcomes and provide strategic recommendations that deliver maximum savings and operational improvements across the entire network.
- Executive Reporting and Insights: Produce and deliver sophisticated customer reports and internal performance analyses, ensuring that key stakeholders have access to the most relevant and actionable data.
- Strategic Contract Negotiations: Provide expert support in negotiating and managing contract rate agreements with carriers, ensuring all terms align with strategic business objectives and deliver maximum value.
- Advanced Audit and Approval Processes: Oversee the review and approval of rate quotes, ensuring compliance with contractual obligations and strategic goals.
- Leadership and Development: Mentor and develop team members through a strategic approach to performance management, fostering a culture of continuous improvement and excellence.
- High-Level Customer Engagement: Provide unwavering support to key customer accounts, ensuring their needs are met with precision and urgency, including during non-standard business hours when required.
- Additional Strategic Duties: Undertake any additional responsibilities that contribute to the success of the organization and its customers.
Travel/Onsite
- 20%-80% as needed, per specific account/contract.
- Based on new customer implementation and/or existing customer business reviews.
Qualifications
Qualifications to perform the job successfully include:
- Education: 4-year degree preferred
- 3-5 years logistics/supply chain industry specific experience required, with project management preferred.
- 3 years managing the operations team of large customer(s) account preferred.
- Solid understanding of transportation carrier/service providers contracts, various modes, transit time, and networks
- Strong interpersonal, organizational, and analytical skills with ability to multitask
- Ability to adapt and react quickly to changing expectations.
- Ability to resolve conflict, think critically, and solve complex problems.
- Excellent verbal and written communication skills, including persuasion and negotiation
- Commitment to executional excellence and outstanding customer service
Working conditions
This position is performed in a general office setting.
Physical requirements
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of 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 must be able to operate a computer/laptop and telephone, and ability to talk and hear.
RWI Logistics LLC is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity or national origin.
