National Account Specialist

United Road; Livonia (MI); On-site; USD 45,000 - 60,000; Full time

Job summary

United Road is looking for an Account Specialist, National Accounts in Livonia, Michigan. This role involves managing customer relationships, ensuring service level agreements are met, and supporting the Account Manager in delivering a high standard of service.

The ideal candidate will be detail-oriented, possess strong communication skills, and demonstrate a commitment to customer service. Proficiency in data management is essential for analyzing inventory and performance reports.

Qualifications

• Proven ability to manage large volumes of data and draw key insights from analytics.
• High aptitude for detail, with multitasking capabilities.
• Professional demeanor with a commitment to integrity.
• Excellent verbal and written communication skills.

Responsibilities

• Manage customer inventory and ensure timely order uploads.
• Serve as the secondary point of contact for customer communications.
• Run daily and weekly reports to monitor inventory and performance.
• Assist the Account Manager in solving issues creatively.

Skills

Data Management

Attention to Detail

Microsoft Office Suite

Team Collaboration

Communication Skills

Customer Service Orientation

Interpersonal Skills

Job description

United Road is the most diversified finished vehicle logistics provider in North America. We employ approximately 1,800 professionals, operating out of nearly 75 locations strategically positioned in every region of the United States, creating a superior and efficient national service network.

Our competitive advantage lies in our ability to provide timely, professional and dependable automobile transport delivery and logistics services. Leveraging our collective strengths, local operational control capitalizes on immediate and regional market knowledge, name recognition, and personal and customer relationships enjoyed by each division. At the same time, United Road’s leadership experience, industry leading technology, national purchasing power, and investments in equipment, ensures that we excel in customer service, create an attractive, supportive environment for our employees and provide for the stability and growth of the company as a whole.

Job Description

The Account Specialist, National Accounts will be responsible for supporting the Account Manager in the managing of the relationship with United Road’s key business accounts and ensuring United Road consistently performs against the service level agreements with these accounts. The Account Specialist serves as a secondary point of contact with the customer and helps to ensure seamless coordination with United Road’s implementation teams (e.g. Central Administration, Dispatch, Carrier Management, IT, etc.). The Account Specialist, National Accounts reports directly to the Account Manager.

Job Duties

Order Management

• In collaboration with the Upload and Dispatch teams, manage customer inventory, ensuring the timely and accurate uploading, pricing and assignment of all orders; troubleshoot any failed or erroneous uploads, including contacting the origin, destination and carrier to locate vehicles and to expedite pick-up and delivery.
• Updating the daily “on-hold” report and working with customer to resolve on-holds.
• Ensuring accurate documentation in OVISS.
• Communicating with customer and dispatch to keep necessary parties informed and to resolve any issues.
• Monitor order movements, identifying any carrier and customer related issues, changes or delays and escalating issues to management as necessary.
• Research and acquire any additional documentation or information needed to deliver orders, pay carriers and receive timely customer payment.
• Maintain quality service by monitoring standards and advising management of potential problems.
• Assist the Accounting Team in the development of all backend systems to facilitate timely and efficient customer billing; assist Accounting in researching and investigating any invoice discrepancies.
• Respond to customer communication in a timely and professional manner.
• Use effective communication tools to deescalate customer issues.
• Perform data analysis and develop key insights for the Account Manager to present at routine customer review meetings.
• Assist the Account Manager in the prompt and creative solving of any issues that arise.
• Continuously work to improve policies, processes and procedures.

Customer Relationship Management

• Serve as the secondary point of contact with the customer, earning and maintaining their trust and confidence; respond to customer communication in a timely and professional manner.
• Use effective communication tools to deescalate customer issues.
• Perform data analysis and develop key insights for the Account Manager to present at routine customer review meetings.
• Assist the Account Manager in the prompt and creative solving of any issues that arise.
• Continuously work to improve policies, processes and procedures.

Performance Management

• Run daily reports to monitor the inventory, lift and compliance on the account(s); run weekly reports to monitor margin.
• Analyze data to identify problem areas and trends.
• Work with the upload and dispatch teams to address any inventory and aging issues.

Qualifications

• Proven ability to manage large volumes of data and draw key insights from the data.
• High aptitude for detail, with a proven ability to multitask.
• Highly proficient in Microsoft Office Suite and database applications.
• Proven ability to work in a team environment.
• Professional in demeanor, with a high level of integrity.
• Excellent verbal and written communication skills.
• Willing attitude.
• Customer oriented.
• Excellent interpersonal skills and the ability to establish relationships with others.
• Commitment to being available to customers outside of normal business hours.

All your information will be kept confidential according to EEO guidelines.