Client Management Specialist III

Job Description

The Client Management Specialist III acts as the primary day‑to‑day contact for customers within an assigned customer account group which may include retail, durable goods, automotive, and electronic commerce providers. The specialist serves as the primary liaison between Hub Group’s customers, warehouses, and carriers, managing supply‑chain needs, providing industry‑leading customer service, and ensuring superior and expeditious execution of customer requirements.

Once the on‑boarding of these customers has occurred, the specialist will assist with order creation, monitor and report on order acceptance and processing, maintain inventory integrity, and manage accessorial charges using Hub Group’s transportation management systems. The specialist reports to the Manager, Account Management.

As an advanced role above the Client Management Specialist II, the specialist is a senior team member (or team lead) who, while not directly managing others, provides training and guidance to new team members. The specialist is assigned more challenging, complex, or strategically important accounts and is responsible for special projects and additional tasks beyond routine account management. The role requires advanced subject‑matter‑expertise and a higher skill set than lower levels, including inventory reconciliation without Inventory Team support and root‑cause analysis of all reported variances.

The specialist also possesses an aptitude for retailer compliance requirements, retailer routing, and use of retailer portals, and identifies cost efficiencies and ad‑hoc consolidation opportunities for customers.

• Demonstrate proficiency in the Client Management Specialist I and/or II roles.
• Ability to manage complex, challenging, and strategically important customer accounts at a high level.
• Develop a strong working relationship with customer accounts and provide resolution of issues and concerns in a timely manner with minimal intervention from management.
• Pro‑actively assess customer needs and act as the point person in developing and managing account specifications and procedures that will ensure quality, efficiency, and profitability.
• Pro‑actively manage daily order level data; recommend improvement and implement changes.
• Receive, analyze, and respond to a high volume of communication each day.
• Manage the order process flow to contract specifications.
• Proficient knowledge of retailer compliance and best practices. Ability to confidently speak to compliance related topics during client communication.
• Ensure optimal delivery performance by selecting the best carrier and managing the tracking process.
• Manage and oversee the execution of special projects.
• Perform root cause analysis and provide corrective action for customer issues.
• Proficient knowledge of inventory practices with minimal intervention from management needed. Ability to maintain inventory accuracy. Perform inventory audits, record results and measure trends.
• Manage, monitor, and report order acceptance, order maintenance and accessorial management by email, phone, and use of various Hub Group transportation management systems.
• Offer alternative transportation solutions as necessary by analyzing internal and external account metrics.
• Manage assigned customer accounts to ensure they receive the best product at the lowest possible cost; maximize margin, network efficiency and On‑Time Performance (OTP).
• Determine which accessorial charges can be billed and follow company process to successful conclusion, minimizing disputes, assisting in collections, and working with Account Managers on solutions to reduce accessorial charges.
• Communicate with shipper and consignee contacts regarding exception notification and problem resolution.
• Maximize Hub profitability and reduce customer cost exposure by working with Operations to properly manage assets such as container pools.
• Maintain quality service by monitoring standards; advising supervisor of potential problems.
• Work with Manager, Account Management and Operations Group to address and resolve single load concerns in a timely manner.
• Assist with training and developing new team members.
• Dut…