About this role
The Account Specialist, National Accounts will be responsible for supporting the Account Manager in the managing of the relationship with United Road’s key business accounts and ensuring United Road consistently performs against the service level agreements with these accounts. The Account Specialist serves as a secondary point of contact with the customer and helps to ensure seamless coordination with United Road’s implementation teams (e.g. Central Administration, Dispatch, Carrier Management, IT, etc.). The Account Specialist, National Accounts reports directly to the Account Manager.
Job Duties
Order Management:
· In collaboration with the Upload and Dispatch teams, manage customer inventory, ensuring the timely and accurate uploading, pricing and assignment of all orders; troubleshoot any failed or erroneous uploads, including:
Contacting the origin, destination and carrier to locate vehicles and to expedite pick-up and deliveryUpdating the daily “on-hold” report and working with customer to resolve on-holdsEnsuring accurate documentation in OVISSCommunicating with customer and dispatch to keep necessary parties informed and to resolve any issues.Monitor order movements, identifying any carrier and customer related issues, changes or delays escalate issues to management as necessaryResearch and acquire any additional documentation or information needed to deliver out orders, pay carriers and receive timely customer paymentMaintain quality service by monitoring standards and advising management of potential problemsAssist the Accounting Team in the development of all backend systems to facilitate timely and efficient customer billing; assist Accounting in researching and investigating any invoice discrepancies. Respond to customer communication in a timely and professional mannerUse effective communication tools to deescalate customer issuesPerform data analysis and develop key insights for the Account Manager to present at routine customer review meetingsAssist the Account Manager in the prompt and creative solving of any issues that arise; andContinuously work to improve policies, processes and procedures.Customer Relationship Management:
Serve as the secondary point of contact with the customer, earning and maintaining their trust and confidence; Respond to customer communication in a timely and professional mannerUse effective communication tools to deescalate customer issuesPerform data analysis and develop key insights for the Account Manager to present at routine customer review meetingsAssist the Account Manager in the prompt and creative solving of any issues that arise; andContinuously work to improve policies, processes and procedures.Performance Management:
Run daily reports to monitor the inventory, lift and compliance on the account(s); run weekly reports to monitor marginAnalyze data to identify problem areas and trendsWork with the upload and dispatch teams to address any inventory and aging issues.
Bachelor’s degree requiredProven ability to manage large volumes of data and draw key insights from the dataHigh aptitude for detail, with a proven ability to multitaskHighly proficient in Microsoft Office Suite and database applicationsProven ability to work in a team environmentProfessional in demeanor, with a high level of integrityExcellent verbal and written communication skillsWilling attitudeCustomer orientedExcellent interpersonal skills and the ability to establish relationships with othersCommitment to being available to customers outside of normal business hours.
Please Apply Online At:
https://intelliapp2.driverapponline.com/c/unitedroadnd?r=CRSmartRecruiters
Questions? Please Call: (734) 388-4646
All your information will be kept confidential according to EEO guidelines.