Team Lead - Account Management

Hamilton
345 High St
Suite 600
Hamilton, OH 45011, USA

The Team Lead – Account Management
- This position oversees the day-to-day management of operational accounts and management of strategic relationships with ODW customers. A key role will also be the mentoring and development of the staff inside the account management team.

• Responsible for revenue and profit performance versus forecast of team’s accounts
• Oversee team’s revenue and profit forecasts (monthly and annually)
• Responsible for organic sales growth within team’s accounts
• Manage primarily high-level customer accounts
• Approve profit losses on transactions handled by team based on Authority Level
• Review team’s financial reports and discuss any issues or non-approved losses that are noticed
• Able to approve and send com-checks based on Authority Level

• Integrate closely with sales and analytics to understand customer expectations and commitments
• Responsible for customer onboarding process facilitation in conjunction with Operations Manager
• Ensure workloads are covered on a holistic team basis when team members are out of the office
• Approve "pushing" loads to the next day
• Establish relationships with all team’s account contacts and higher ups in order to be the escalation and Q  point of contact
• Perform regular analysis on all accounts to proactively recognize trends, such as loss of business, inflated margins and manage KPI’s
• Work with customers to establish desired KPI
• Ensure all customers have backup personnel capable to handle based on employee and customer tiers
• Constantly seek to develop dynamic process improvements for the company
• Proficient in developing and delivering Q  and other customer presentations
• Increase personal exposure to outside training, seminars and other activities to increase overall SCM industry knowledge
• Take part in all candidate interviews for Operation’s positions
• First line of assistance on any team members’ TMS questions/issues

• Responsible for customer satisfaction of team’s accounts
• Communicate team and team member revenue and profit goals (monthly and annually)
• Keep team aware of company goals, new events, etc
• Creation of team’s monthly AOP in conjunction with team members’ input
• Manage hours worked for all Non-Exempt employees that report to Team Leader
• Manage vacation time of team members
• Oversee risk management items within team structure
• Clear understanding of LTS service offerings
• Clear understanding of LTS systems and their performance objectives
• Monitor team’s daily progress on A/P Rec to ensure no delays invoicing customer.
• Assist with escalating any unresolved invoice discrepancies to avoid billing delays
• Responsible for growth, maturity, encouragement and teaching of team members
• Delegation to team members to promote their professional growth and exposure
• Approachability with team members and other staff
• Composure in conflict management situations with customers and team members
• Serve as point person for any after-hours issues on Team’s accounts
• Adhere to the team building activities annual budget
• Ensure team building activities bring value to the overall team members’ growth and development

• Driven, enthusiastic and highly motivated
• Ability to process sort and sift through large amounts of data quickly
• Ability to work in a team environment
• Ability to prioritize, multi-task and manage time effectively
• Working knowledge of Microsoft Office
  • Advanced Excel skills required
  • Advanced Access skills preferred
• Project management
• Must be willing to learn new skills and technology
• Must be able to work unsupervised
• Must have good interpersonal skills for dealing with internal customers

• Bachelor’s Degree (mandatory)
• Educational background/coursework in Statistics (highly preferred)
• 3 + Years’ Experience with logistics, customer management, onboarding, IT solutions
• Problem-solving and time management skills

While performing the duties of this job, the employee requires the ability to:

• Hear, read and comprehend, write and communicate
• Continuously sit, type and perform repetitive wrist motion
• Occasionally stand, walk, bend, squat/kneel, twist/turn…