Account Manager

Job Description

The Account Manager is responsible for managing key customer relationships, ensuring service excellence, and identifying opportunities for growth and operational improvement. This role involves cross-functional collaboration, proactive communication, and hands-on problem-solving to meet customer expectations and drive results. Account Managers act as the primary point of contact for customers, working closely with internal and external partners to deliver high-quality logistics solutions.

This role requires strong knowledge of car hauling transportation and logistics operations, including working with OEMs, auctions, and dealer networks.

• Customer Relationship Management: Build and maintain strong customer relationships to ensure satisfaction and retention. Act as the primary liaison between customers and third-party broker networks for effective communication and issue resolution.
• Cross-Functional Collaboration: Work with national customers, vendors, and internal teams to design and execute solutions for complex requirements. Collaborate with claims management personnel to resolve issues efficiently.
• Revenue Growth and Profitability: Seek opportunities to grow revenues and improve profitability. Analyze spot-buy opportunities and assign rates to balance business gain with desired profitability.
• Quality and Performance Management: Investigate quality issues and discrepancies, suggesting corrective actions and working with stakeholders to resolve them. Review customer KPI reports and address areas of concern.
• Pricing and Bids: Enter RFQ opportunities in Salesforce and manage the bid process. Coordinate with the Pricing team for spot buys and special move requests. Follow up on bid status and ensure all opportunities are logged accurately.
• Operational Communication: Lead the preparation and delivery of Quarterly Business Reviews (QBRs), including gathering performance data, identifying trends, and creating presentations to highlight value delivered and opportunities for improvement.
• Inventory Management: Conduct daily reviews of on-hold inventory, dwell times, and ground counts. Communicate with terminals and operations teams to ensure SLA compliance and inventory accuracy.
• Customer Meetings: Lead and schedule regular meetings with customers, preparing agendas and action plans. Work with operations and regional managers to address delays and provide solutions. Document and communicate meeting outcomes, logging notes in Salesforce and escalating issues as necessary.
• Communication: Internal:
  Proactively communicate urgent issues, provide weekly updates on account status. Customer:
  Proactively communicate with customers, acknowledging inquiries and ensuring timely follow-ups.

• Customer Service Orientation:
  Passion for exceptional service and long-term relationship building.
• Communication
  
  Skills:
  
  Effective oral and written communication with diverse stakeholders.
• Organizational
  
  Skills:
  
  Highly organized and detail-oriented, capable of managing multiple tasks.
• Analytical
  
  Skills:
  
  Strong problem-solving skills, with the ability to evaluate alternatives and make decisions.
• Technical Proficiency:
  Proficient in Microsoft Office (Excel) and routing or dispatching systems.
• Experience:
  
  College degree or five years of customer service experience, preferably in transportation, logistics, or carrier management. Experience in the remarketed automotive industry is a plus.

• Dynamic Work Environment:
  Join a fast-paced, innovative team that values collaboration and continuous improvement.
• Career Growth Opportunities:
  Opportunities for professional development and career advancement.

United Road is the most diversified finished vehicle logistics provider in North America. We employ approximately 1,800 professionals, operating out of nearly 75 locations strategically positioned in every region of the United States, creating a superior and efficient national service network. Our competitive advantage lies in our ability to provide timely, professional and dependable automobile transport delivery and logistics services. Leveraging our collective strengths, local operational control capitalizes on immediate and regional market knowledge, name recognition, and personal and customer relationships enjoyed by each division.

At the same time, United Road's leadership experience, industry leading technology, national purchasing power, and investments in equipment, ensures that we excel in customer service, create an attractive, supportive environment for our employees and provide for the stability and growth of the company as a whole.