Account Manager

Job Juncture; Plymouth (MI); On-site; USD 70,000 - 90,000; Full time

Job summary

Job Juncture is seeking an Account Manager to manage key customer relationships in the logistics sector, focusing on service excellence and growth opportunities. You will coordinate with OEMs, auctions, and dealer networks to deliver high-quality car-hauling solutions.

The role requires strong communication, cross-functional collaboration, and hands-on problem solving to meet customer expectations and drive results. You will lead RFQ processes and KPI reviews, ensuring SLA adherence.

Qualifications

• Customer service orientation and relationship-building experience.
• Strong communication, both written and verbal.
• Organized and detail-oriented with multi-tasking ability.
• Analytical mindset with problem-solving skills.
• Proficiency in MS Office, especially Excel for reporting.
• Experience in transportation, logistics, or brokerage management.

Responsibilities

• Build and maintain strong customer relationships to ensure satisfaction and retention.
• Act as the primary liaison between customers and third-party broker networks for effective communication and issue resolution.
• Design and execute solutions with national customers, vendors, and internal teams.
• Collaborate with claims management to resolve issues efficiently and improve service.
• Lead RFQ opportunities in Salesforce and manage the bid process with Pricing.
• Lead quarterly business reviews and prepare data-driven presentations showing value and improvement opportunities.
• Prepare and conduct regular customer meetings with agendas and action plans.

Skills

Customer service orientation

Communication skills

Organizational skills

Analytical skills

MS Office (Excel)

Industry experience

Education

College degree

Tools

Routing/Dispatching systems

Microsoft Excel

Job description

The Account Manager is responsible for managing key customer relationships, ensuring service excellence, and identifying opportunities for growth and operational improvement. This role involves cross-functional collaboration, proactive communication, and hands-on problem-solving to meet customer expectations and drive results. Account Managers act as the primary point of contact for customers, working closely with internal and external partners to deliver high-quality logistics solutions. This role requires strong knowledge of car hauling transportation and logistics operations, including working with OEMs, auctions, and dealer networks.

Key Responsibilities

Customer Relationship Management

• Build and maintain strong customer relationships to ensure satisfaction and retention.
• Act as the primary liaison between customers and third-party broker networks for effective communication and issue resolution.

Cross-Functional Collaboration

• Work with national customers, vendors, and internal teams to design and execute solutions for complex requirements.
• Collaborate with claims management personnel to resolve issues efficiently.

Revenue Growth and Profitability

• Seek opportunities to grow revenues and improve profitability.
• Analyze spot-buy opportunities and assign rates to balance business gain with desired profitability.

Quality and Performance Management

• Investigate quality issues and discrepancies, suggesting corrective actions and working with stakeholders to resolve them.
• Review customer KPI reports and address areas of concern.

Pricing and Bids

• Enter RFQ opportunities in Salesforce and manage the bid process.
• Coordinate with the Pricing team for spot buys and special move requests.
• Follow up on bid status and ensure all opportunities are logged accurately.
• Lead the preparation and delivery of Quarterly Business Reviews (QBRs), including gathering performance data, identifying trends, and creating presentations to highlight value delivered and opportunities for improvement.

Inventory Management

• Conduct daily reviews of on-hold inventory, dwell times, and ground counts.
• Communicate with terminals and operations teams to ensure SLA compliance and inventory accuracy.

Customer Meetings

• Lead and schedule regular meetings with customers, preparing agendas and action plans.
• Work with operations and regional managers to address delays and provide solutions.
• Document and communicate meeting outcomes, logging notes in Salesforce and escalating issues as necessary.

Communication

• Internal: Proactively communicate urgent issues, provide weekly updates on account status.
• Customer: Proactively communicate with customers, acknowledging inquiries and ensuring timely follow-ups.

Skills and Qualifications

• Customer Service Orientation: Passion for exceptional service and long-term relationship building.
• Communication Skills: Effective oral and written communication with diverse stakeholders.
• Organizational Skills: Highly organized and detail-oriented, capable of managing multiple tasks.
• Analytical Skills: Strong problem-solving skills, with the ability to evaluate alternatives and make decisions.
• Technical Proficiency: Proficient in Microsoft Office (Excel) and routing or dispatching systems.
• Experience: College degree or five years of customer service experience, preferably in transportation, logistics, or carrier management. Experience in the remarketed automotive industry is a plus.