Sr Mgr - Account Operations

About the Position

The Account Operations Sr Manager is responsible for, but not limited to overseeing the successful, day to day execution of all Transportation Operations Center functions including load planning, carrier communications, customer service, and general problem resolution. The Account Operations Sr Manager will manage operations teams with the primary goal of meeting and exceeding customer expectations, providing superior customer service and achieving service and savings goals. Responsibilities may be expanded to support other verticals/customers across the organization.

 

Functions

• Responsible for operations and its customers to ensure the highest level of efficiency, quality, and customer service possible while maintaining focus on the customer’s goals, metrics and continuous improvement.

·        Provide guidance and direction to assigned transportation management team members

·        Primary interface for Kenco’s Customer(s) on transportation-related issues

·        Oversee management of inbound/outbound load planning, shipment tendering, data entry, safety and customer service functions

·        TMS Super User

·        Ensure integrity of all data entered into the Transportation Management System (TMS)

·        Provide operational and analytical support to Kenco’s Customer

·        Organize and Lead periodic communications meeting regarding execution of strategic directives and review of performance metrics

·        Research and develop Standard Operating Procedures and Desk Top Procedures that create timely and efficient workflow for operations staff members

·        Ensure proper security measures are being maintained

·        Direct freight claims to carrier development team

·        Provide work direction to transportation staff

·        Foster and enhance relationships with the Customer, Distribution Management Team, and other staff

·        Support efficient and accurate audit and payment of freight bills

·        Develop strategies and help execute continuous improvement initiatives for the team and the customers

·        Utilize data, analysis, and reporting of transportation metrics to drive continual process improvement and cost reduction.

·        Uphold and promote the highest moral and ethical standards for the transportation department

·        Facilitate professional development of all employees to improve bench strength

·        Other duties as assigned as assigned

Talent Management & Leadership

·        Build, develop, coach, and manage team.

·        Assess performance of employees and successfully manage team to achieve goals, by promoting teamwork, and the use of performance management tools.

·        Lead Employee Engagement activities

·        Communicate operations issues to management and recommend changes.

 

Qualifications

• Bachelor’s degree in Business Administration or Operations Management field required; Master’s Degree preferred.
• 5+ years of progressive leadership experience and substantial relevant experience in Account Management required
• A minimum of 1 year managing a multi-function/location team
• Working knowledge of service agreements, business profiles, and pricing is preferred.
• Ability to read, write, and interpret documents such as service agreements, pricing models, operating and maintenance instructions, routine report recaps, and procedure manuals. 
• Strong interpersonal and customer service skills with the ability to develop trust among management, peers, and customers.

• Highly proficient in the use of MS Office – Project, Excel, PowerPoin