Customer Service Manager - Corporate Accounts

The Customer Service Manager – Corporate Accounts is the key role in bringing the power of R+L Global to bear for our Corporate Accounts. This role is responsible for managing a portfolio of Corporate Accounts by serving as the primary point of contact. In this role the Customer Service Manager will ensure that the expectations of the Customer are exceeded and the responsibilities of both R+L Global and the Customer are being met to a successful relationship between both parties.

Customer Service Manager – Corporate Accounts responsibilities and essential job functions include, but are not limited to the following:

• Oversee all facets of new corporate account implementation including but not limited to initiation, planning, design, execution, monitoring of task completion, and holding stakeholders accountable.
• Understand scope of services from sales team with onboarding requirements, modes of transportation, account and contract specific pricing, TMS integration, invoicing, freight audit and pay, and reporting needs.
• Facilitate meetings and regular reviews of operations throughout implementation and work with all departments to ensure systems and process’ are in place and working.
• Lead Customer reviews to gather data and information that will improve our service to the customer.
• Be the key interface between the daily operations of the account and the Sales person.
• Provide daily direction to the Customer Service team and the Carrier Representatives aligned with the Corporate Accounts.
• Key Metrics for the role:
  • 10% Account Growth Quarter over Quarter – load volumes
  • Performance against expectations
    • Awarded lane volumes acquired Vs expected
    • Additional Lane volumes acquired beyond initial award
    • Margin performance against expected account margins
    • On time performance – meeting customer requirements
    • Team performance against customer expectations and overall customer satisfaction
  • Load integrity
    • Data integrity for all orders
    • Appointment times, Revenue codes, overall order information is complete and accurate
    • Timely communications
    • All orders in the system, updated and appointments made in a timely fashion
  • Team communications
    • Ensure that the team is communicating effectively and efficiently between themselves, the Customer and other necessary R+L Global departments
• The above job functions are illustrative of the duties and responsibilities associated with this position and are not intended to be all-inclusive. Employee may be asked to perform other related duties to meet the ongoing needs of the organization.

Qualifications, Knowledge, Skills, and Abilities:

• High School Diploma or GED; Bachelor's Degree in Business, Supply Chain, or related field or an equivalent combination of education and work experience preferred.
• Proficient in conducting negotiations to achieve mutually beneficial outcomes. 
• Proficient in building and maintaining positive relationships with colleagues, clients, and stakeholders. Ability to engage with diverse groups of people, showing respect and consideration for different viewpoints. Adept at facilitating open and honest communication.
• Proficient in both written and oral communication. Capable of clearly and effectively conveying information and presenting to internal and external business partners.
• 2+ years of experience managing key or national accounts in a 3PL or transportation setting.
• Previous experience with transportation management systems (TMS); McLeod/Cargowise preferred.
• Understanding of Federal Motor Carrier Safety Regulations (FMCSR) a plus.
• Strong working knowledge of freight modes: dry van, reefer, flatbed, expedited, intermodal, etc.
• Demonstrates a track record of successfully identifying client needs and providing tailored solutions. Skilled in understanding business challenges, and delivering effective sales strategies that drive results.
• Possess in-depth market knowledge of current industry trends, pricing fluctuations, and the competitive landscape. Ability to provide valuable insights and strategic advice to clients and key stakeholders by staying informed of regulatory changes, technological advancements, and economic factor