Client Management Specialist I

Job Summary

The Client Management Specialist I acts as the primary day-to-day contact for customers within an assigned customer account group which may include retail, durable goods, automotive, electronic commerce providers, etc. The Client Management Specialist I will act as the primary liaison between Hub Group’s customers, warehouses, and carriers. You will successfully manage the supply chain needs of multiple customers; provide industry-leading customer service;

and ensure superior and expeditious execution of customer requirements. This role includes significant customer interface responsibilities. Once the on-boarding of these customers has occurred, the Client Management Specialist I will assist with order creation, monitor, and report order acceptance, order processing/updates, maintain inventory integrity, and manage accessorial charges by the use of various Hub Group transportation management systems. The Client Management Specialist I reports to the Manager, Account Management.

• Develop a strong working relationship with customer accounts and provide resolution of issues and concerns in a timely manner.
• 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.
• Ensure optimal delivery performance by selecting the best carrier and managing the tracking process.
• 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.
• Duties, responsibilities, and activities may be assigned or changed from time to time.

• Bachelor’s degree in business, logistics, supply chain, or management preferred.
• Experience in the transportation industry preferred.
• Experience with EDI processes, Web Tender Portals, and other applicable forms of electronic communication preferred.
• Proficiency with Microsoft Office applications, with emphasis on Outlook, Excel, Word.
• Highly effective communication, both verbal and written.
• Attention to detail, organizational skills, and customer focused.
• Excellent problem-solving skills with the ability to inspire others to find creative solutions to challenging situations.
• Strong talent for multi-tasking and managing competing priorities effectively.
• Able to identify and assess customers’ needs, and to craft compelling solutions.
• Self-directed, yet strong team player.
• Minimal travel may be required

Earn up to $46,400/annually + Bonus Eligibility

This is an estimated range based on the circumstances at the time of posting, however it may change based on a combination of factors, including but not limited to skills, experience, education, market factors, geographical location, budget, and demand.