SUMMARY
The Operations, Account Manager is responsible for managing and developing the assigned Accounts for the DSV Road team as well as meeting the objectives of growth and profitability across the organization. The primary purposes of this roles are take overall responsibility of assigned accounts between Montreal and Milton Office and to increase profitability on all areas of the designated accounts across North America, Including Internal accounts with DSV Air & Sea and DSV Solutions.KEY DUTIES AND RESPONSIBILITIES
Analyze booking information from customers to determine and verify the service requirements
Co-ordinates the flow of inbound and outbound freight while staying abreast of daily priorities and weekly transportation targets.
Create Weekly, Monthly Quarterly & Annual Business review Power Point Presentations for the customer.
Conduct Monthly Quarterly & Annual Business reviews with the customer to understand their trends. (in person or Virtual)
Meet and exceed customer requirements at every stage of the order fulfillment process by assuming responsibility for total customer satisfaction. Being courteous and responsive in all interactions with clients. Ensures the timely resolution of customer inquiries, concerns, and problems.
Develop SOPs for your assigned accounts and ensure cross-training of colleagues
Effectively negotiate rates and terms with carriers and customers
Effectively and efficiently responding to internal and external client’s inquiries; resolving any conflicts or problems that might arise
Focus on servicing and building book business with DSV Air & Sea and establish a one stop-shop for all of their transportation needs. Build a Center of Excellence (CoE) for any transportation needs originating from Air & Sea Business, across North America (as required). Focus on communication and customer service.
Work closely with Colleagues to plan and execute the requirements from customers, including but not limited to training and outsourcing functions to colleagues
Assist as needed with pricing internal and external business (via the shared rates email)
Communicate with carriers to monitor freight movement
Milestones updates are entered in Real time in the TMS
Monitor carriers who are unresponsive and inform dispatchers and supervisor of escalated issues
Communicate any modifications to sales team to update clients
Ensures that tracking meets established standards but will escalate for resolution as appropriate.
Understand current industry market conditions. Communicate any carrier issues that might impact operations.
Working knowledge of transportation cargo claims, transportation laws and risk management
Keep the Operations Team and Sales updated on significant issues or trends.
Quality, Health & Safety:
Supports organizational commitment to ISO 9001, ISO 45001 certification – Montreal location
Perform assigned tasks to support DSV meets its objectives and targets regarding quality, health, safety and environment and follow all requirements as set out in the DSV Quality Health Safety Environment policy.
Staff are required to ensure that their day-to-day activities embrace sustainability, Health and safety therefore reducing the impact upon the environment, supporting the communities we work in and reducing incidents in the workplace.
QUALIFICATIONS
Education and Experience
Minimum 4-5 years in transportation/logistics/distribution
College Diploma / University Degree in Business, Logistics, or International Trade preferable
2 years of experience in Account Management (minimum)
CIFFA certificate, an asset
Dangerous Goods Certification, an asset
Skills and Competencies
General Operations Skills/
Competencies:
Good command, both verbal and written, English skills.
Ability to create collaborative…
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