MANAGER, CUSTOMER ACCOUNT

Primary Position Purpose:

The Customer Account Manager is responsible for managing their book of business holistically to include commitment management, service, freight solicitation, revenue growth and relationship development. The Customer Account Manager is responsible for making booking decisions and has the sole discretion to accept or decline freight as the full owner in day-to-day tender commitment.

Position Functions

Full ownership and discretion on accepting and declining loads through tender acceptance to maximize revenue

Develop and maintain strong customer relationships to allow for the greatest opportunities in generating the highest level of freight order volumes

Implements cross functional action plans provided to customers and/or internal stakeholders

Continuously monitor all available communication exchanges of receiving freight load orders to accept available loads

Train and develop Account Representatives

Lead and facilitate customer calls and meetings and act as the face of U. S. Xpress

Act as a liaison and voice of customer needs in alignment with strategic plan to all relevant internal departments to ensure customer satisfaction and problem resolution

Own customer scorecards to maintain and manage compliance

Consistently and continually solicit committed and non-committed freight orders from a designated and assigned customer base

Keep customers informed of the status of pickups and deliveries, including in some cases updating the customer web sites or EDI exchanges

Contact capacity buyers, fleets, or load planning to seek alternate truck assignment for the load or other solution to prevent service failure to customer

May enter pick-up and delivery information specified by the customer

Utilize booking tools to obtain data regarding booking averages and market trends

Book and manage loads through internal and external systems with the best rate while maximizing safe utilization by strategic appointment setting

Monitor trailer pools to ensure maximum utilization for U.S. Xpress trailers

Collaborate in-person with all levels of the organization to harness collective intelligence of the workforce

Attend all in-person meetings and trainings on recent developments, goals, and objectives and participate in such discussions by offering input and advice

Regularly engage remotely and in-person with customers and potential customers to establish rapport, open communication and expectations

Additional responsibilities/duties may be assigned as needed