Account Coordinator, AOG

JOB PURPOSE

The Account Coordinator, AOG is responsible for the execution of day-to-day tasks for the Airline On Ground (AOG) accounts assigned to them and their team, maintaining daily contact with our customers and acting as the face of NTG to our customer operations teams.
 

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Act as the front-line resource to provide customer service on the assigned account(s). Sense of urgency is top priority when handling AOG business and former AOG experience is required to fulfill all duties as required.
• Manage assigned account(s) load-board as it fits each account; ensure prompt build and activation of loads, proper load coverage, proactive customer communication with updates throughout transit, and provide proof of delivery to customers once the load has delivered
  • Load quoting – extensive knowledge of specialized equipment types required to provide an appropriate quote to suit the needs of the AOG shipment
  • Load coverage – cover all available loads using a selective list of vetted and trusted NTG carriers
  • Vet all drivers prior to booking to ensure they can answer pre-pick questions and communicate in English.
  • Highway-verify all carriers and check their scores in our system prior to sending rate confirmation.
• Monitor and manage account’s building, scheduling, and tracking responsibilities
  • Every order is required an update at minimum every two hours (both carrier and customer communication confirmed)
  • Every hot AOG orders require updates every hour (both carrier and customer communication confirmed)
• Help develop and execute the customer service expectations for all associated accounts
• Respond to all customer emails within the expected time window of the customer
  • Two-minute response times required on all requests
  • Proactive updates on all shipments are required – no AOG customer should be reaching out to NTG for an update
• Provide best-in-class service/communication to assigned customers in an effort to grow the relationships
• “Close out” accessorial requests (TONU, driver assist, detention, etc.) within 24hrs of carrier’s request or per customer requirements
  • If additional charges are approved, it is required to send a revised rate confirmation to the carrier on the load
• Maintain knowledge on NTG’s service offerings to identify opportunities for modal and regional diversification with customer
• Perform other related duties assigned

JOB REQUIREMENTS

• Bachelor’s degree in Business or related field preferred but not required
• 1 year of transportation or logistics experience strongly preferred
• 1-2 years of experience working with AOG account management required

KNOWLEDGE, SKILLS, AND ABILITIES

• Exceptional customer service and problem solving skills
• Competitive nature with a sense of urgency in a fast-paced environment
• Attention to detail and highly organized
• Team player with multi-tasking and prioritizing abilities
• MS Office proficiency and related computer knowledge
• Microsoft Excel experience preferred

**MAY PERFORM OTHER DUTIES AS ASSIGNED**

WORK ENVIRONMENT

Standard office environment, usually indoors away from the elements with moderate noise. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

PHYSICAL EFFORT

Maintain a stationary position for extended periods; move about the office, operate computers and files, as needed; and frequently communicate with others. The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. While performing the duties of this job, the employee is regularly required to sit and talk or hear. The employee is required to stand, walk, and reach with hands and arms. Occasionally, the employee is required to lift boxes up to 20 pounds. 

SCHEDULING

This is a full-time benefits-eligible position, working weekends. The schedule is as follows: Thursday and Friday: Midnight-8am, Saturday and Sunday: 8pm-8am.

TRAVEL

No travel, but occasion local or out of town may be required for special training/conferences.

DISCLAIMER

The above statements are intended to describe the general nature and level of work being performed. They are not intended to be an exhaustive list of all responsibilities, duties, and skills required.

EEOC/ADA STATEMENT:

We are an Equal Opportunity employer. All qualified applicants will receive consideration for employment without regard to race, gender, sexual orientation, age, religion, disability, veteran, or any other status prohibited by applicable national, federal, state or local law. In an effort to recruit, develop and retain top talent, we are committed to a policy of nondiscrimination in all personnel practices to ensure equal opportunity for employment, promotion, and training for a more inclusive workforce.