Customer Experience Account Manager

Gravir Investissement - Nashville, TN

Full-time - Mid Level

Nashville, TN

About the position

The Customer Experience Account Manager at Ascend is responsible for developing and maintaining customer relationships for a portfolio of accounts. This role involves overseeing customer freight requirements, negotiating pricing, and ensuring exceptional service delivery. The Account Manager will have the autonomy to accept or decline business, grow annual revenue, and lead business reviews with customers, all while promoting a culture of trust and safety within the team.

Responsibilities

• Develop business with clients and negotiate pricing through spot quotes.
• Monitor and assess customer portfolio to strengthen relationships and resolve service issues.
• Lead business reviews with customers and drive action plans for improvement.
• Grow accessorial revenue by charging customers all contractual fees.
• Solicit additional projects to increase revenue when available.
• Maintain accurate trailer pool balances and coordinate with planning to prevent customer impact.
• Timely accept load tenders and enter necessary delivery information into the system.
• Accurately maintain customer, load, and location data in McLeod.
• Proactively communicate issues to maintain positive results for assigned accounts.
• Solicit and close on additional load volume to meet business needs.
• Deliver exceptional service through positive engagement and patience.
• Work collaboratively in a team environment to improve results.

Requirements

• Bachelor's degree in Business Management, Logistics, or a related field, or equivalent experience.
• Minimum four years of experience in supply chain, logistics, or transportation.
• At least one year of experience in transportation or a similar field.

Nice-to-haves

• Understanding of network needs and balance.
• Ability to build working relationships with the sales team.
• Effective written and oral communication skills.
• Problem-solving skills and ability to manage multiple issues simultaneously.

Benefits

• 401(k) with 5% match
• Dental insurance
• Disability insurance
• Health insurance
• Paid holidays
• Paid time off
• Vision insurance