The Role
Lead and manage the account management and customer service team for logistics clients. Oversee KPIs, onboarding, upsell programs, training, process and relationship management, issue resolution, and departmental projects to ensure high service standards and profitability.
Summary Generated by Built In
Job Summary & Responsibilities
Job Purpose: The Director of Account Management will oversee the CSS Manager, CSS Supervisor, Customer account managers, New Business Project Manager and Business Project Coordinator. The Director of Account Management will assist with customer service related questions, problems, issue resolution, KPI development and management and monitoring customer trends. The Director of Account Management will work directly with customers and sales representatives to ensure the highest standard of service. The position will report to the EVP of Logistics and works closely with the CSS Supervisor and or CSS Lead in developing, motivating, and training department employees. The position will be responsible in seeing that all departmental position training is completed. Director of Account Management will also be responsible for working on departmental projects as assigned by the EVP of Logistics.
Essential Duties and Responsibilities: TeamMentor-ship High level metrics analysis/reporting Hiring new members Knowledge management development/reporting Develop and maintain KPIs Services Program development/Upsell additional products/services KPI management Key relationship development Process management Customer Success KPI management/reporting High level relationships development/management Onboarding management Profit ability management Point of escalation for opportunity resolutions
Additional Responsibilities: Excellent verbal and written skills.Knowledge and ability to enter data in Logistics software.
Excellent problem solving and resolution skills.
Ability to work under pressure situations.
Ability to Multi-task.
Detail oriented.
General office management experience.
Qualifications: 3 years experience in customer service in the logistics/transportation field and or retail market. Minimum 2 years' managerial experience
Education and/or Experience Required: College or some college preferred.
Language Skills Sets: Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations.
Ability to write reports, business correspondence, and procedure manuals.
Ability to effectively present information and respond to questions from groups of managers, clients, and customers.
Mathematical Skills: Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals.
Ability to compute rate, ratio, and percent and to draw and interpret bar graphs.
Reasoning Ability: Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists.
Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form. Ability to determine "root cause" of problem and determine corrective action.
Computer Skills: To perform this job successfully, an individual must have knowledge of Business Operating Systems, Internet software, Word Processing, KPI reporting, and Spreadsheet software.
Physical Demands: Must be able to occasionally lift and/or move up to 25 pounds.
Must be able to activate phone systems utilizing keyboards and buttons.
Must be articulate and comfortable speaking in front of others.
Regularly works in an indoor/office environment and required to sit and/or use repetitive hand motion.Frequently required to talk, hear, stand and walk.
Must be able to work in excess of continuous 8 hours when required.
Must be able to work under stressful situations, have good cognitive skills, maintain work accuracy, and the ability to concentrate on more than one task at a time.
Must have the ability to read and discern visual images on a variety of media with 20/20 corrected vision.Must be able to speak and communicate clearly over telephones.
Must be in sound physical health as determined by a certified licensed physician with no evidence of the use of controlled substances.
Work Environment: While performing the duties of this Job, the employee is occasionally exposed to moving mechanical parts, and fumes or airborne particles. The noise level in the work environment will range from quiet to moderately loud.
Employer Rights: This job description is intended to provide general information about the Director of Account Management position. The above does not constitute an exhaustive list of the job duties to be performed by an associate holding the position of Director of Account Management, nor are the lists of the physical requirements and environmental conditions exhaustive. You may be asked by your supervisor or managers to perform other duties. Your performance will be evaluated in part based upon your performance of the job duties listed in this job description, as well as any job duties not specifically listed above that you may be asked from time to time to perform.
As with all positions, the duties and responsibilities are subject to change at any time as needs arise and at the discretion of the RJW Transport, Inc. The Company has the right to revise this job description at any time.
Employment-At-Will: It is the Company's policy that all associates, other than those covered by a written individual employment or labor agreement with the Company that has been authorized in writing by the Company's Chief Executive Officer or Board of Directors, are not employed for any fixed term and are employed at the will of the Company for an indefinite period.
Just as our associate's, reserve the right to resign their employment at any time for any reason the Company reserves its right to terminate an associate any time for any reason either with or without cause.
Neither this Job Description nor any of its individual terms constitutes commitments between the Company and its associates as to the terms, conditions or duration of employment, nor does it modify the prevailing Employment-At-Will relationship.
Compensation & BenefitsWe offer a competitive benefits package that includes health, dental, and vision insurance, life and disability, paid holidays, time off, retirement savings plan participation, and additional employee programs.Skills Required
- 3 years experience in customer service in logistics/transportation or retail market
- Minimum 2 years managerial experience
- College or some college
- Knowledge and ability to enter data in logistics software
- Knowledge of business operating systems, internet software, word processing, KPI reporting, and spreadsheet software
- Excellent verbal and written communication skills; comfortable presenting to groups
- Strong problem solving, root-cause analysis, and issue resolution skills
- Ability to work under pressure, multitask, and maintain attention to detail
- General office management experience and ability to develop/monitor KPIs
- Able to occasionally lift/move up to 25 pounds and work extended hours when required
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The Company
What We Do
RJW Logistics Group is a leading retail logistics and consolidation provider that out-performs the market by bringing your product to the retail shelf on-time, in-full, and at a lower overall cost. We serve over 100 national retailers, delivering our customers’ products 98%+ OTIF on average, and offering compliance solutions that ensure you don’t experience fines and fees. Our full suite of in-house customer solutions and proprietary technologies streamline the supply chain process and simplify your retail efforts, including value-added services, asset-based transportation and warehousing, 99%+ inventory accuracy, automated dispute resolution, online traceability, trade show services, and more.
