Account Specialist - Beyond Brokerage

PURPOSE

As a Senior Account Specialist, you will join a dynamic, collaborative, and dedicated team. A Senior Account Specialist is tasked with managing foundational operations and daily processes for some of our largest and most dynamic accounts. A Senior Account Specialist has subject matter expertise in multiple modes of transportation. A Senior Account Specialist will collaborate directly with stakeholders to ensure that assigned customers receive exceptional service and a seamless experience from start to finish. This role requires adherence to sub-department policies, procedures, and any additional customer-specific standard operating procedures to ensure all daily tasks are completed efficiently and accurately. A Senior Account Specialist is an individual with at least two years of industry-related experience.


ESSENTIAL DUTIES/RESPONSIBILITIES

• Exhibit a knowledgeable, enthusiastic, and positive attitude that instills confidence in customers and employees, reflecting the core values of the WWEX Group.
• Cultivate interactive relationships with vendors, customers, carriers, coworkers, and leadership.
• Investigate, troubleshoot, and escalate issues as they arise.
• Respond to inquiries promptly.
• Manage the order creation process for customers through web-based systems, phone, and email.
• Coordinate and schedule pick-up and delivery appointments for assigned customers.
• Track and trace shipments across various modes of transportation, updating systems accordingly.
• Initiate calls to customers to inform them of shipment delays or provide necessary shipment status information.
• Ensure accurate pricing on customer invoices, carrier rate confirmations, and provide support with billing issues.
• Assist with carrier procurement processes and carrier offer management.
• Assist with vendor management as necessary.
• Retrieval of carrier proof of delivery documents when needed.
• Collaborate with the account management team to meet and exceed customer service expectations.
• Strive to meet and exceed service and operational goals established for the team, including productivity, timeliness, and other objectives as directed.
• Develop a working knowledge of various operating systems for shipment order management.
• Perform other special projects and tasks as assigned.
• Design and implement strategic load plans for customers.
• Best-in-class shipment execution across all supply chain modes both domestically and internationally.
• Identify cost saving and cost avoidance opportunities for customers through strategic modal and carrier selection.
• Execution of strategic freight consolidation and shipment optimization.
• Development of spot quote pricing for customers across multiple modes of transportation.
• Provide expert consultative support to customers across their entire supply chain.
• Upsell and cross sell additional services to existing customers and vendors.


REQUIRED KNOWLEDGE/SKILLS/ABILITIES

• Modal Expertise: Proficient in all modes of transportation.
• Interpersonal Skills: Exceptional ability to build and maintain strong relationships.
• Communication Proficiency: Outstanding written and verbal communication skills, with a focus on professional phone and email etiquette.
• Customer Service Excellence: Proven track record in delivering superior customer service.
• Team Collaboration: Demonstrated success in a team-based environment.
• Adaptability: Patience, flexibility, and self-control in a fast-paced setting.
• Reliability: Consistent punctuality and excellent attendance.
• Time Management: Strong ability to prioritize tasks and manage time effectively.
• Sense of Urgency: Proactive and responsive in addressing needs.
• Organizational Skills: Highly organized with keen attention to detail.
• Multitasking Ability: Capable of managing multiple tasks, planning, and executing efficiently.
• Critical Thinking: Strong problem-solving skills and critical thinking ability.
• Energy and Assertiveness: High energy level and assertive attitude.
• Decision-Making Confidence: Confident in making decisions independently.
• Learning Agility: Quick learner with the ability to give and receive clear instructions.
• Self-Motivation: Self-starter with a strong drive to succeed.
• Independence: Ability to work independently and achieve objectives without supervision.
• Technical Proficiency: Strong computer skills, with a working knowledge of MS Office programs; experience with Outlook, Excel, and Word preferred.

QUALIFICATIONS/EDUCATION
• Educational Background: High school diploma or GED required; bachelor’s degree preferred.
• Industry Experience: Minimum of