Sr. Customer Account Manager

Job Purpose: The Senior Account Manager will be a collaborator for all Account Managers. The Senior Account Manager will assist with customer service-related questions, problems, issue resolutions as well as serve as an escalation point for the account managers if issues surpass their existing job knowledge. The Senior Account Manager will work directly with The Retail Customer Service Supervisor and Manager to ensure the highest standards of customer service. The position will report to the Retail Customer Service Manager and works closely with the Retail Customer Service Manager and Retail Customer Service Supervisor in developing, motivating, and training employees. The Senior Account Manager will also be responsible for working on long term customer service projects that require us to deviate from our process.

Essential Duties and Responsibilities:

Team

• Provides mentorship to entry level CAMs
• Knowledge management development/reporting
• Identifies opportunities to update or improve customer service procedures and makes recommendations to the Director of Customer Account Management or other appropriate staff.
• Organizes and oversees the tasks of assigned staff
• Collaborates on performance reviews for the account managers
• Monitor the handoff off between new business onboarding and the CAM team
• Oversee RFS projects and deadlines
• Develops training opportunities for the account managers to continue to progress on their professional development
• Schedule Quarterly business reviews for low touch point customers
• Review inbound contracted lanes for expiration of pricing. Proactive outreach for new addenda
• Identify inbound opportunities for customers using RJW transactionally

 

 

Services

• Program development/Upsell additional products/services
• Key relationship development
• Process management
• Front / wizard / general 'technologies' process management

Customer Success

• High level relationships development/management
• Onboarding management
• De-escalation and opportunity management

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.
• De-escalation skills

Qualifications:

• 1-2 years' experience in customer service in the logistics/transportation field and or retail market.
• Intimate understanding of RJW processes and innerworkings across other departments

Education and/or Experience Required:

• Bachelor's degree or equivalent experience required.

Language Skills Sets:

• Must be able to effectively communicate, read, write, and speak English.
• 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 variabl