Senior Account Specialist - Beyond Brokerage

Worldwide Express; Saint Louis Park (MN); Hybrid; USD 55,000 - 75,000; Full time

Job summary

Worldwide Express is seeking a Senior Account Specialist to advocate for customers, troubleshoot issues, and partner with clients and teammates to help their business grow. You will manage communications, analyze fees and services, and navigate carrier systems to resolve disruptions.

Ideal candidates bring direct customer experience, exceptional communication skills, and a collaborative mindset. The role is based in a general office or remote setting with Monday–Friday availability.

Qualifications

• Direct experience working with customers.
• Strong collaboration and multi-level communication skills.
• Team player with a customer-focused approach.
• Excellent verbal and written communication skills.
• Dedicated to continuous improvement.
• Growth mindset with willingness to learn and be coached.

Responsibilities

• Maintain daily communication with customers via phone and email.
• Manage activity in CRM systems with high throughput.
• Assist customers navigating service disruptions and issues.
• Collaborate with sales and account management to solve problems.
• Escalate and resolve delayed or damaged shipments and related tasks.
• Build strong partnerships with executives and decision makers within accounts.

Skills

Customer experience

Communication skills

Teamwork

Verbal & written communication

Customer-focused problem solving

Continuous improvement

Willingness to learn

Education

High school diploma or GED

Bachelor's degree preferred

Tools

CRM systems

Job description

PURPOSE

As a Senior Account Specialist, you will be a part of a dynamic, collaborative, and hardworking team. You are the customer advocate and will help our customers understand the many nuances of transportation and help troubleshoot issues if they arise. You will partner with our clients and coworkers to solve issues, effectively and creatively, while building relationships and providing support to help their business grow.

Essential Duties/Responsibilities

• Consistent Monday-Friday work schedule, no weekends
• Communicate daily with both internal and external customers
• Maintain a high level of activity over the phone and email through our CRM system
• Ability to research, identify and capitalize on profitable opportunities that are presented daily
• Ability to understand and consult customers in relation to fees, products, and services
• Ability to troubleshoot and support customers in navigating service disruptions
• Maintain an ongoing focus on creating positive and supportive customer experiences
• Ability to establish strong partnership with key executives and decision makers within each customer and territory
• Ability to collaborate with various support teams including sales and account management
• Effectively navigate and utilize carrier systems and websites
• Learn and employ carrier specific knowledge
• Handle escalated customer service issues including but not limited to delayed and missing/damaged packages/freight, rating, BOL/label creation, reconsignments, classifying freight, scheduling pickups and product knowledge
• Consult customers on how to avoid service disruptions, carrier nuances, and current industry standards

Required Knowledge/Skills/Abilities

• Previous experience working directly with customers
• Outstanding collaboration and communication skills at multiple levels
• Ability to work as a team
• Exceptional verbal and written communication skills
• Customer focused and solutions-oriented
• Commitment to continuous improvement
• Strong growth mindset with the willingness to learn and be coached

Qualifications/Education

• High School diploma or GED required
• Bachelor’s degree in communications, business, marketing, or other business-related fields preferred
• Ability to adapt to a fluctuating environment
• Robust prioritization, organization, and time management skills

PHYSICAL DEMANDS/WORK ENVIRONMENT

Work Environment: Job is typically performed in a general office environment or remote environment.