What are the responsibilities and job description for the Account Manager position at Western Flyer Xpress?
Big Picture : The Customer Service Representative's role is to provide Western Flyer Express customers with a Best in Class Customer Service experience by meeting and exceeding customer expectations relative to Service and Communication.
Essential Duties and Responsibilities :
Responsible for understanding / managing customer freight commitments throughout the Western Flyer Express network
Responsible for understanding customer service / communications expectations and proactively working with Load Planning and Fleet Management to prioritize the meeting of expectations
Proactive communication with Western Flyer Express customer base
Responsible for input and appointment setting / modifications of loads booked
Maintain compliance with applicable company policies and procedures
Education and / or Work Experience Requirements :
Excellent verbal and written communication skills, including ability to effectively communicate with internal and external customers
Capability to work under pressure and meet deadlines, while maintaining a positive attitude and providing exemplary customer service; attitude should make customers look forward to dealing with Western Flyer even when the circumstances are not ideal.
Ability to work independently and to carry out assignments to completion within parameters of instructions given, prescribed routines, and standard accepted practices
Ability to seek and provide creative problem solving and conflict resolution
Excellent computer proficiency (MS Office - Word, Excel and Outlook)
1 -2 years of Customer Service experience : 2 years (Transportation preferred, but not required)
Physical Requirements :
Ability to successfully perform the essential job functions consistent with the ADA, FMLA and other federal, state and local standards, including meeting qualitative and / or quantitative productivity standards, as applicable.
Ability to maintain regular, punctual attendance consistent with the ADA, FMLA and other federal, state and local standards, and company policy, as applicable.
Must be able to talk, listen and speak clearly on telephone, and in person, sometimes in high energy / highly charged emotional situations.
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