PURPOSE
As an Account Specialist, you will be a part of a dynamic, collaborative, and hardworking team. You are the customer advocate and will help our customers understand the many nuances of transportation and help troubleshoot issues if they arise. You will partner with our clients and coworkers to solve issues, effectively and creatively, while building relationships and providing support to help their business grow.
ESSENTIAL DUTIES/RESPONSIBILITIES
- Consistent Monday-Friday work schedule, no weekends
- Communicate daily with both internal and external customers
- Maintain a high level of activity over the phone and email through our CRM system
- Ability to research, identify and capitalize on profitable opportunities that are presented daily
- Ability to understand and consult customers in relation to fees, products, and services
- Ability to troubleshoot and support customers in navigating service disruptions
- Maintain an ongoing focus on creating positive and supportive customer experiences
- Ability to establish strong partnership with key executives and decision makers within each customer and territory
- Ability to collaborate with various support teams including sales and account management
- Effectively navigate and utilize carrier systems and websites
- Learn and employ carrier specific knowledge
- Handle escalated customer service issues including but not limited to delayed and missing/damaged packages/freight, rating, BOL/label creation, reconsignments, classifying freight, scheduling pickups and product knowledge
