Livonia, Michigan
National Account Specialist Job Opening in Livonia, Michigan - The Account Specialist, National Accounts will be responsible for supporting the Account Manager in the managing of the relationship with United Road?s key business accounts and ensuring United Road consistently performs against the service level agreements with these accounts. The Account Specialist serves as a secondary point of contact with the customer and helps to ensure seamless coordination with United Road?s implementation teams (e.g. Central Administration, Dispatch, Carrier Management, IT, etc.). The Account Specialist, National Accounts reports directly to the Account Manager.
Job Duties
Order Management:
In collaboration with the Upload and Dispatch teams, manage customer inventory, ensuring the timely and accurate uploading, pricing and assignment of all orders; troubleshoot any failed or erroneous uploads, including:
Contacting the origin, destination and carrier to locate vehicles and to expedite pick-up and delivery;
Updating the daily ?on-hold? report and working with customer to resolve on-holds;
Ensuring accurate documentation in OVISS; and
Communicating with customer and dispatch to keep necessary parties informed and to resolve any issues.
Monitor order movements, identifying any carrier and customer related issues, changes or delays; escalate issues to management as necessary;
Research and acquire any additional documentation or information needed to deliver out orders, pay carriers and receive timely customer payment;
Maintain quality service by monitoring standards and advising management of potential problems; and
Assist the Accounting Team in the development of all backend systems to facilitate timely and efficient customer billing; assist Accounting in researching and investigating any invoice discrepancies. Respond to customer communication in a timely and professional manner;
Use effective communication tools to deescalate customer issues;
Perform data analysis and develop key insights for the Account Manager to present at routine customer review meetings;
Assist the Account Manager in the prompt and creative solving of any issues that arise; and
Continuously work to improve policies, processes and procedures.
Customer Relationship Management:
Serve as the secondary point of contact with the customer, earning and maintaining their trust and confidence; Respond to customer communication in a timely and professional manner;
Use effective communication tools to deescalate customer issues;
Perform data analysis and develop key insights for the Account Manager to present at routine customer review meetings;
Assist the Account Manager in the prompt and creative solving of any issues that arise; and
Continuously work to improve policies, processes and procedures.
Performance Management:
Run daily reports to monitor the inventory, lift and compliance on the account(s); run weekly reports to monitor margin;
Analyze data to identify problem areas and trends; and
Work with the upload and dispatch teams to address any inventory and aging issues.
Skills Required
Bachelor?s degree preferred
Proven ability to manage large volumes of data and draw key insights from the data
High aptitude for detail, with a proven ability to multitask
Highly proficient in Microsoft Office Suite and database applications
Proven ability to work in a team environment.
Qualifications
Professional in demeanor, with a high level of integrity
Excellent verbal and written communication skills
Willing attitude
Customer oriented
Excellent interpersonal skills and the ability to establish relationships with others
Commitment to being available to customers outside of normal business hours.
What We Offer
Blue Cross/Blue Shield Medical, Delta Dental, and Vision coverage
401(k) with company match
On-site training and mentoring
Promotional opportunities
Casual Thursdays and Fridays
Job Type: Full-time
Required education:
Bachelor's
Required experience:
Customer Relationship Management: 2 years
Excel: 2 years
Written Communication: 2 years
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