Director of Account Management

Job Purpose: The Director of Account Management will oversee the CSS Manager, CSS Supervisor, Customer account managers, New Business Project Manager and Business Project Coordinator. The Director of Account Management will assist with customer service related questions, problems, issue resolution, KPI development and management and monitoring customer trends. The Director of Account Management will work directly with customers and sales representatives to ensure the highest standard of service. The position will report to the EVP of Logistics and works closely with the CSS Supervisor and or CSS Lead in developing, motivating, and training department employees. The position will be responsible in seeing that all departmental position training is completed. Director of Account Management will also be responsible for working on departmental projects as assigned by the EVP of Logistics.

 

Essential Duties and Responsibilities: TeamMentor-ship High level metrics analysis/reporting Hiring new members Knowledge management development/reporting Develop and maintain KPIs Services Program development/Upsell additional products/services KPI management Key relationship development Process management Customer Success KPI management/reporting High level relationships development/management Onboarding management Profit ability management Point of escalation for opportunity resolutions

 

Additional Responsibilities: Excellent verbal and written skills.Knowledge and ability to enter data in Logistics software.

Excellent problem solving and resolution skills.

Ability to work under pressure situations.

Ability to Multi-task.

Detail oriented.

General office management experience.

 

Qualifications: 3 years experience in customer service in the logistics/transportation field and or retail market. Minimum 2 years' managerial experience

 

Education and/or Experience Required: College or some college preferred.

 

Language Skills Sets: Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations.

Ability to write reports, business correspondence, and procedure manuals.

Ability to effectively present information and respond to questions from groups of managers, clients, and customers.

 

Mathematical Skills: Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals.

Ability to compute rate, ratio, and percent and to draw and interpret bar graphs.

 

Reasoning Ability: Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists.

Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form. Ability to determine "root cause" of problem and determine corrective action.

 

Computer Skills: To perform this job successfully, an individual must have knowledge of Business Operating Systems, Internet software, Word Processing, KPI reporting, and Spreadsheet software.

 

Physical Demands: Must be able to occasionally lift and/or move up to 25 pounds.

Must be able to activate phone systems utilizing keyboards and buttons.

Must be articulate and comfortable speaking in front of others.

Regularly works in an indoor/office environment and required to sit and/or use repetitive hand motion.Frequently required to talk, hear, stand and walk.

Must be able to work in excess of continuous 8 hours when required.

Must be able to work under stressful situations, have good cognitive skills, maintain work accuracy, and the ability to concentrate on more than one task at a time.

Must have the ability to read and discern visual images on a variety of media with 20/20 corrected vision.Must be able to speak and communicate clearly over telephones.

Must be in sound physical health as determined by a certified licensed physician with no evidence of the use of controlled substances.

 

Work Environment: While performing the duties of this Job, the employee is occasionally exposed to moving mechanical parts, and fumes or airborne particles. The noise level in the work environment will range from quiet to moderately loud.

 

Employer Rights: This job description is intended to provide general information about the Director of Account Management position. The above does not constitute an exhaustive