MANAGER, CUSTOMER ACCOUNT

MANAGER, CUSTOMER ACCOUNT
CHATTANOOGA, TN
Monday - Friday 8:00 am - 5:00 pm
Position open to remote: No
Grade: HR10
Compensation Range: HR10

Who We Are:
Relentlessly Delivering Big Ideas. U.S. Xpress is one of the nation’s largest asset-based trucking companies. But the most valuable asset we offer isn’t tractors, trailers, or even our exclusive, cutting-edge technology. It’s the collective brainpower of thousands of visionaries and problem-solvers. Together, we are revolutionizing the transportation industry by providing innovative, custom solutions. And, here, we believe in the sanctity of a promise—both to our customers, and our people. When we focus our varied talents on reshaping the future of transportation, that’s what we call the POWER OF U.S.

Why U.S. Xpress?
Right Role. Right Tools. Right People. We invest in our talent starting on day one. You will be provided with personal and professional development opportunities that complement your interests and encourage you to build a career you’re passionate about. Whether it is employee stock options, profit-sharing, 401K, professional development, or our competitive pay, we help prepare you for the future. Be part of an organization that values out-of-the-box thinking and rewards employees for going above and beyond. Curious about the other benefits of working with us? Check out other perks below!

• Medical, Dental, and Vision
• Basic/Supplemental Life
• Accidental Death/Dismemberment
• Health Savings Accounts
• Flexible Savings Accounts
• Company Paid Holidays
• Paid Time Off
• 401k with Employer Matching Contribution
• Employee Stock Purchase Plan
• Paid Parental Leave
• Short Term Incentive Program
• Employee Assistance Program
• Pet Insurance

Primary Position Purpose:

The Customer Account Manager is responsible for managing their book of business holistically to include commitment management, service, freight solicitation, revenue growth and relationship development. The Customer Account Manager is responsible for making booking decisions and has the sole discretion to accept or decline freight as the full owner in day-to-day tender commitment.

Position Functions

• Full ownership and discretion on accepting and declining loads through tender acceptance to maximize revenue

• Develop and maintain strong customer relationships to allow for the greatest opportunities in generating the highest level of freight order volumes

• Implements cross functional action plans provided to customers and/or internal stakeholders

• Continuously monitor all available communication exchanges of receiving freight load orders to accept available loads

• Train and develop Account Representatives

• Lead and facilitate customer calls and meetings and act as the face of U. S. Xpress

• Act as a liaison and voice of customer needs in alignment with strategic plan to all relevant internal departments to ensure customer satisfaction and problem resolution

• Own customer scorecards to maintain and manage compliance

• Consistently and continually solicit committed and non-committed freight orders from a designated and assigned customer base

• Keep customers informed of the status of pickups and deliveries, including in some cases updating the customer web sites or EDI exchanges

• Contact capacity buyers, fleets, or load planning to seek alternate truck assignment for the load or other solution to prevent service failure to customer

• May enter pick-up and delivery information specified by the customer

• Utilize booking tools to obtain data regarding booking averages and market trends

• Book and manage loads through internal and external systems with the best rate while maximizing safe utilization by strategic appointment setting

• Monitor trailer pools to ensure maximum utilization for U.S. Xpress trailers

• Collaborate in-person with all levels of the organization to harness collective intelligence of the workforce

• Attend all in-person meetings and trainings on recent developments, goals, and objectives and participate in such discussions by offering input and advice

• Regularly engage remotely and in-person with customers and potential customers to establish rapport, open communication and expectations

• Additional responsibilities/duties may be assigned as needed

What We’re Looking For:

Education

• College Degree or equivalent work experience required

Experience

• Customer Service, Administration, Logistics & Supply Chain, Data Entry, or Transportation experience preferred

Skills/Abilities

• Active Listening
• Critical thinking and problem sensitivity; Ability to solve complex problems
• Time management with ability to multitask and prioritize
• Customer service phone etiquette to include professional communication
• Ability to mentor and train team on account specifics when needed

Licenses & Certifications

• N/A

Work Environment / Physical Requirements – Normal office settings.

This job description indicates the general nature and level of work expected for this position. It is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities. Employees performing this job may be asked to perform other duties as required and the responsibilities of the position may change. Reasonable accommodations will be made to enable individuals with disabilities to perform the essential functions.

U.S. Xpress is an Equal Opportunity Employer committed to creating and maintaining a diverse workforce.

This role will remain open until it has been filled.

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