Job Title: CUSTOMER ACCOUNT MANAGER

Department: Logistics – Sales and Marketing

Reports To: Director of Sales

FLSA Status: Exempt Salary. Paid weekly.

Approved By: Mark Clark

Approved Date

POSITION SUMMARY

This position will have accountability for the daily customer account management and marketing responsibilities for their branch. Focus to design and promote the growth and profitability of Paschall Logistics, Inc (PLI).

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned.

Act as the liaison between client, Paschall Truck Lines Customer Service/Sales, shipper, and receiver while managing the movement of the client’s goods, and upselling within the client to grow PLI wallet share.

Significant collaboration with the Director of Sales and Paschall Truck Lines & JR Schugel Customer Service/Sales to develop new opportunities for PLI.

Develop a target opportunity list that will be subject to continual additions and progress towards closing.

Determine appropriate pricing strategy for the client and PLI.

Determine and evaluate customer needs, prepare sales presentations, negotiate, and formulate rate proposals, provide needed customer service follow-up, and prepare sales correspondence as needed.

Manage order entry SOP to ensure Load Coordinators enter orders for load pick-ups which will provide accurate customer billing and carrier settlements.

Monitor customer activity on a daily, weekly, and annual basis to ensure maximum customer satisfaction, lane analysis, on-time performance, and new activity trends.

Resolve customer concerns and complaints and develop action plans to reduce service failures.

Responsible for decisions and implementation of pick-up and delivery to ensure customer requirements are met.

Work with Carrier Sales to ensure commitments are met.

Provide afterhours support for critical issues as needed.

Discuss and coordinate plans with the Director of Sales to ensure maximum profitability and customer service.

Serve as a mentor to new Customer Account Managers as directed by the Director of Sales

Adhere to and comply with Federal, State, DOT, OSHA, and Company rules and regulations.

Work with the Director of Sales to establish and promote a true quality improvement process

Perform other duties as assigned or become necessary.

Essential Functions Disclaimer: The duties listed are intended to describe the essential functions of the position. They are not intended to be an exhaustive list of all job responsibilities and may be subject to change in order to reasonably accommodate individuals with disabilities.

PRIORITIES SERVED

Improving and building the business.
Leadership and Mentoring

PERFORMANCE MEASUREMENTS

Timely and accurate performance.
Growth of Client Portfolio and wallet share
Identification of areas needing improvements and implementation of corrective measures.
Effectiveness of employee relations; employee development and training.
Profitability

DESIRABLE QUALIFICATIONS

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Customer account management or sales experience preferred
Minimum 6 Months of Logistics Experience
Strong computer skills with knowledge of Microsoft Word, Excel, etc.
Excellent work history with proven track record.
Ability to travel when needed
Excellent communication skills.
Ability to multi-task.
Decision making skills.
Analytical skills.
Growth, Leadership and sales oriented.
Ability to pass pre-employment drug test.
Professional, clean, neat appearance.

COMMUNICATION SKILLS

Ability to read and comprehend general instructions, correspondence, and memos.
Ability to read and interpret general business periodicals.
Ability to write reports and business correspondence.
Ability to effectively present information and speak before groups of employees and outside consultants and respond to questions/comments from the same.

OTHER NECESSARY SKILLS

Ability to work independently. Ability to take initiative and be a self-starter.
Ability to plan and organize workload. Ability to handle very detailed information.
Ability and flexibility to handle work pressure and work with interruptions.
Ability to meet work processes deadlines. Ability to handle multiple priorities.
Ability to function as a team player. Willing to learn and accept responsibility.
Ability to effectively communicate with customers, employees, vendors, consultants, and auditors.
Strong knowledge of acceptable Paschall Logistics, Inc. standards.
Ability to work flexible hours as needed.
Ability to interact in a professional manner with employees, vendors, and customers.
Ability to integrate and analyze data.
Excellent mathematical skills in adding, subtracting, multiplying, dividing, and analyzing rates.

REASONING ABILITY

Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form. Ability to determine reasonableness of detail and summary information as related to accounting reports. Ability to define problems collects data, establish facts, and draw valid conclusions.

PHYSICAL DEMANDS

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to sit and talk or hear. The employee is occasionally required to stand; walk; reach with hands and arms; stoop, kneel or crouch. The employee must occasionally lift and/or move up to 25 pounds and occasionally roll or move up to 50 pounds.

Specific vision abilities required by this job include close vision, distance vision, color vision, depth perception, and ability to adjust focus. The employee will work on a computer and simultaneously use the telephone more than 90% of the time and must have good hand/finger dexterity. The employee will also be required to travel various distances as needed.

WORK ENVIRONMENT

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

The noise level in the work environment is usually moderate.