Senior Account Specialist - Beyond Brokerage

Colonial Group; Saint Louis Park (MN); Hybrid; USD 65,000 - 90,000; Full time

Job summary

Colonial Group in Minnesota seeks a Senior Account Specialist to advocate for customers, troubleshoot issues, and partner with clients and internal teams to enable growth. You will manage inquiries via phone and email, navigate carrier systems, and identify opportunities for service improvements and cost savings.

The role emphasizes collaboration, outstanding communication, and a proactive approach to preventing disruptions while building strong relationships with executives across customer

Qualifications

• 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.

Responsibilities

• Communicate daily with both internal and external customers.
• Maintain a high level of activity over the phone and email through our CRM system.
• Research, identify and capitalize on profitable opportunities that are presented daily.
• Understand and consult customers regarding fees, products, and services.
• Troubleshoot and support customers navigating service disruptions.
• Establish strong partnerships with executives and decision makers within each customer and territory.
• Collaborate with sales and account management teams to support customers.

Skills

Customer-facing experience

Collaboration

Teamwork

Verbal & written communication

Customer-focused

Growth mindset

Education

High School diploma or GED

Bachelor's degree in communications, business, marketing, or other business-related fields preferred

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.