Senior Account Manager
2 weeks ago
Senior Account Managers play a critical role in ensuring clients receive excellent service by supporting operations and sales through their direct actions. This role works closely with clients, internal teams, and carriers, to provide valuable solutions and exceed client expectations. In addition, this role is responsible to uphold our core values: Ethics, Engagement, and Excellence.
Essential Functions:
Develop and manage long-term relationships with key contacts at multiple levels within accounts, focused on customer service, execution and value creation
Exceed customer expectations on a daily basis by creatively solving problems, offering valuable insight and proactively managing transportation needs
Ensure client satisfaction through an extensive understanding of AFS products and services
Collaborate with teammates to identify new solutions for client supply chain challenges in order to add value and drive process improvements (sales, business units, IT, Finance, Carrier Support, etc.)
Assist your clients in executing strategies to maximize efficiency, eliminate risks and cut costs for increased growth and profitability
Engage with clients via web conferencing, phone, and email to offer valuable industry updates and news that will impact their business
Collaborate on delivering regular business reviews and other ad hoc meeting requests including the creation of presentations and other supporting material
Support sales, business units, and others by compiling and analyzing client data for reporting
Provide LTL support and resolve service issues as needed, many times reaching out to carriers directly
Work with FAP and carriers for client invoicing and payment resolution
Troubleshoot technical issues on behalf of clients and work with IT to provide resolution
Document client communication and interactions via Salesforce
Occasional required travel for face-to-face meetings and/or onsite visits with clients
Qualification/Requirements:
Strong communication skills both verbal and written with the ability to present information to a small group
Passion for customer service with a proven track record of building strong client relationships
Detail oriented with the ability to gather, organize, and analyze data
Enthusiastic, confident, and results oriented
Self-motivated
Ability to calmly handle client complaints and deescalate situations when needed
Strong computer skills including MS Outlook, Word, PowerPoint, and Excel
Education/Experience:
Minimum of five years of account management, customer service, or transportation experience
Bachelor’s degree preferred in business, marketing, supply chain or similar area of study, or experience in lieu of degree
Preference given to those with experience or studies in transportation/logistics
Detail oriented with the ability to gather and analyze data
Enthusiastic, influential and persuasive with the ability to deliver a sales pitch
Confident, persistent, and results oriented
Creative and strategic focus on customer service
AFS is an equal opportunity employer and prohibits discrimination and harassment of any kind: AFS is committed to the principle of equal employment opportunity for all teammates and to provide teammates with a work environment free of discrimination and harassment.
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