Account Manager

Forward Air • Euless, TX • 5d ago

Job Description:

The Account Manager oversees the Omni BI Tool, metrics, and KPIs for internal teams and clients, ensuring successful account management and client satisfaction. This role involves managing multiple client accounts, building strong relationships, and collaborating with cross-functional teams to meet client goals. The Account Manager leads team development, identifies upsell opportunities, and drives client retention. Additionally, the role includes improving processes, ensuring regulatory compliance, and preparing client presentations, reporting, and QBRs, all while maintaining operational excellence and superior customer service.

Core Responsibilities & Duties:

Manage and oversee Omni BI Tool, Metrics, and KPI's for your team and clients

Manage multiple accounts, develop positive working relationships with all customer touch points

Develop and train team members to identify opportunities for improvement

Evaluate strengths/weaknesses of your team to promote continuous improvement and growth of your team members

Partner with internal cross-functional teams to understand customer goals and key performance metrics and exceed those goals

Make the client aware of other services and actions that may lead to greater success

Drive client retention upsells and client satisfaction

Provide and develop new processes and workflows as needed

Improve and ensure adherence to procedures while handling external customer requests such as order status and follow up, expediting, shipping, and product receipt

Focus on ensuring we maintain superior customers service levels, operational excellence, and strategic insight.

Prepare and deliver effective client presentations, reporting and QBR's

Strong focus on regulatory compliance and industry best practices

The ability to decipher data and effectively report that data

Performs other related duties as assigned by management

Other duties as assigned

Qualifications:

High School, bachelor's degree, or equivalent work experience.

5 years freight forwarding operations / account management - shipping/logistics experience preferred.

PC proficient with a comprehensive understanding of Microsoft Office applications and ability to learn company's TMS and WMS systems.

Strong attention to detail and ability to handle high volume of transactions.

Ability to multitask and to react well under pressure.

Ability to manage and motivate a team and their skills.

Adapt and able to deal with frequent changes in the work environment.

Strong communication skills both verbal and written. Ability to interface cross-functionally and coordinate efforts with other organizations (Sales, Operations, International, IT, and Finance),

Decision making and problem-solving skills.

IND

About Us

Since 1990, Forward Air has been a leading provider of ground transportation and related logistics services to the North American air freight and expedited LTL market. We offer surface shipping on an accelerated "time-definite" basis, delivering cargo at a specific time, but under less time-sensitive situations - supplying you with a cost effective, reliable alternative to air transportation. We work with companies of all sizes to develop tangible advantages and build the best products to meet your specific needs. Forward Air presents to the wholesale transportation community (logistics companies, freight forwarders, integrated air cargo carriers, passenger/ cargo airlines, and non-traditional shippers), a single-source provider that can deliver more supply chain services and a superior menu of choices. Throughout the years we have added supplementary lines to our linehaul service, such as full truckload operations (Truckload Services), final-mile coverage (Complete® Cartage), and an Airline Logistics program, and we will continue to expand our services to meet the changing needs and growth of our customer base.

Forward Air is structured to optimize both savings and service to our customers. Direct partnerships with owner-operators and other surface transportation providers, enable us to remain cost-competitive. The Forward Air network is designed with over 90 facilities located at or near major U.S. and Canadian airports, 12 regional sort centers and over 300 beyond points (secondary airports provided through our Complete Cartage service), creating one of the most comprehensive linehaul networks in the industry.

Ranked 3rd in Newsweeks 2022 "Americas Most Trustworthy Companies (https://www.newsweek.com/americas-most-trustworthy-companies-2022/transport-logistics-packaging) " publication

About the Team

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