Operations Manager

Position Overview:

The Inside Sales Operations Manager will be focused on developing strategies for long term account growth to achieve business goals.  They will manage a team of Account Executives (AE’S) who will be tasked with servicing and growing their assigned accounts.  Assigned accounts consist of transactional accounts that are owned by Inside Sales Reps.  Major responsibilities of this position include, but are not limited to:  develop growth/penetration strategies for existing accounts, work directly with the AE and Sales rep on the implementation of each strategy, facilitate the on-boarding of new accounts, establish a scope of services to address the client’s business objectives, and create programs/business processes to continuously improve transportation management services. 

General Responsibilities 

• Lead a team of Account Executives that develop client relationships and penetrate/grow/retain accounts 

• Develop relationships with client key decision makers when appropriate to understand client pain points and decision factors 

• Collaborate with Sales Reps and work with AE’s to develop strategy for accounts such that Echo captures available transportation revenue and hits gross profit targets 

• Use internal and external tools and market knowledge to identify opportunities to add existing lanes, increase spot volume, analyze profitability of lanes, know when to rebid/resubmit pricing and when to turn down freight 

• Responsible for monitoring key performance indicators of your team including financial performance of accounts, productivity and operational components including financial obligations to/from clients and vendors, and CM of the teams book of business. 

• Exception management escalation from Account Executives 

• Use internal reporting tools to analyze Echo’s performance and proactively address areas for concern 

• Create a culture of continuous quality improvement and maintain a log of the account team’s efforts and accomplishments demonstrating value and commitment to our clients 

• Engage in and/or develop the implementation process when appropriate as soon as assigned a new account, cultivating a clear understanding of Echo’s commitment to the client and laying the foundation for a long standing partnership 

• Proactively communicate industry trends that will impact clients business 

Team Leadership & Development 

• Manage the operational development for multiple Account Executives which include, but are not limited to: 

• Load acceptance 

• TMS systems 

• Market intelligence 

• Spot quoting 

• Updates and reporting 

• Proactive and over communication 

• Cultivate talent through teaching, coaching, and developing your AE’s on a daily basis, in particular when it pertains to problem solving, business development and customer communication skills. 

• Hold regular developmental conversations providing your direct reports with relevant feedback to help them succeed and establish career paths. 

• Promote a cross-trained environment to ensure 100% account coverage 

• Establish and manage against measurable team goals and objectives 

• Conduct monthly, quarterly, and annual reviews for account team 

Weekly & Monthly Goals 

• Ensure regular account team meetings address operational and client relationship objectives 

• Develop individual account penetration strategies 

• Continually analyze accounts to determine efficiency and profitability 

• Measure and communicate Echo’s performance against client specific KPI’s 

• Review Sales Activity and other internal reporting to identify and quickly correct margin errors 

• Monitor and manage account contribution margins 

Qualifications 

• 3+ years’ Echo experience 

• Proven leader 

• Proficient across all modes that Echo offers 

• Eagerly accepting of new challenges, and self-managed and motivated 

• Proven ability to become trusted advisor of the Client 

• Confidence to make tough decisions when necessary 

• Proven track record for continuous improvement 

Work environment/physical demands summary:

This job operates in an office environment and uses a computer, telephone and other office equipment as needed to perform duties. The noise level in the work environment is typical of that of an office with an open seating floor plan. The employee may encounter frequent interruptions throughout the work day. The employee is regularly required to sit, talk, or hear.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, status as a qualified individual with a disability, or Vietnam era or other protected veteran.