What are the responsibilities and job description for the Final Mile Client Manager position at The Hilldrup Companies?
Company Overview
www.hilldrup.com
Candidate Profile
Hilldrup has an immediate need for a client focused, motivated, self-starter with exceptional interpersonal, customer service and negotiating skills to join our Final Mile Operations team. The ideal candidate will be strategic and results-driven who has the ability to develop and maintain successful relationships with clients with a focus on renewal, retention growth and profitability.
We are seeking quality individuals who thrive in a fast-paced environment and who embrace a culture that is steadfast in its commitment to the organization’s mission, vision and values. Candidates must understand and promote Hilldrup’s Final Mile and logistics services to current and potential clients in the specified market. The selected candidate will be a part team of high-performing employees and will embrace and champion Hilldrup’s core values.*
Specific job responsibilities include:
- Provides oversight to Final Mile Accounts; managing accounts independently and in partnership with customer service and operations team;
- Takes ownership for the client relationship and serving as the primary point of contact for assigned clients;
- Serves as a subject matter expert for clients and establishes and maintains relationship on behalf of Hilldrup;
- Works closely with operations teams to ensure that all expectations are met efficiently and, in a manner, consistent with Hilldrup’s values;
- Evaluates the performance of Service Level Agreements, KPI’s, quality levels and financials within the operations;
- Coordinates/Schedules regular client and operations reviews;
- Analyzes and reports on volume trends, cost containment, quality and other key performance indicators;
- Effectively work with Final Mile operations teams to ensure teams are providing exceptional service to the customers.
- Coordinate with the branch leadership to ensure profitable Final Mile operations within the facilities.
- Continually assesses opportunities to improve team performance and/or internal process improvement opportunities and work with operations teams at the branches to implement the changes;
- Reviews, reports on and escalates (as appropriate) monthly claims and quality concerns;
- Identifies opportunities for growth through account permeation, new services and revenue enhancement;
- Operates in a manner that ensures greater client retention and the highest levels of customer satisfaction;
- Capitalizes on on-the-job training and development opportunities.
Minimum Job Qualifications
- Four year degree from an accredited college/university and/or equivalent work experience;
- Three plus years of previous account management and/or sales experience, preferably in the Final Mile or Logistics industry;
- Previous project management experience;
- Excellent written and verbal communication skills;
- Outstanding financial and business acumen;
- Outstanding critical thinking and problem-solving skills;
- Excellent negotiation skills;
- Ability to effectively develop and maintain working relationships with internal and external stakeholders;
- Ability to work autonomously and as a member of a team;
- Exceptional organizational abilities and strong attention to detail;
- Adept regarding the use of technology;
- Commitment to highest ethical practices;
- Proven track record of delivering exceptional customer service, internally and externally;
- Commitment to excellence in all tasks;
- Ability to prioritize and to thrive in a fast-paced work environment;
- Ability to work well with all organizational levels.
- Incumbents will be expected to embrace and champion Hilldrup’s organizational competencies/values:
- Empowered Accountability
- Fearless Communication
- Infectious Positivity
- Purposeful Agility
- Uncompromised Integrity
- Unwavering Commitment
Why Hilldrup?
- Competitive salary with performance-based incentives.
- Comprehensive benefits package, including health, dental, and retirement plans.
- Opportunities for career growth and development.
- A supportive and collaborative work environment.
- Be part of a company with a legacy of excellence in the moving and logistics industry.
Hilldrup is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against on the basis of disability. Incumbents offered this position must successfully complete a background and drug test to continue with employment.
