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.
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:
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.
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.
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.
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.
Internal: Proactively communicate urgent issues, provide weekly updates on account status.
Customer: Proactively communicate with customers, acknowledging inquiries and ensuring timely follow-ups.
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.
United Road is proud to offer our full-time employees best-in-class benefits designed to support your health, well-being, and financial security. From comprehensive medical, dental, and vision coverage to generous retirement savings options and paid time off, we provide a benefits package that goes beyond the basics. We also offer unique perks like a zero-dollar-out-of-paycheck medical plan, telehealth, wellness discounts, and employee assistance resources, ensuring that our team is fully supported both at work and in life. These benefits reflect our commitment to attracting and retaining top talent while helping employees thrive every day.
BCBS PPO Medical with Telehealth
Delta Dental
NVA Vision
Company Paid Life and AD&D
Supplemental Life
Dependent Life
Short-Term Disability
Employee Assistance Program (EAP)
New Vehicle Supplier Discounts
PTO Program (Vacation, Sick, Personal, Jury, Bereavement)
6 Paid Holidays
Hybrid Work Options Available for Select Positions
