Customer Account Specialist

POSITION SUMMARY 

The Customer Account Specialist role entails delivering prompt, efficient customer service to both internal and external stakeholders while simultaneously ensuring operational excellence. This position demands a proactive approach to anticipating and meeting customer needs, as well as identifying and addressing gaps in internal processes. The Customer Account Specialists will serve as a go-to operational expert for their assigned customers, both internally and externally, managing tasks from load execution to afterhours setup. This role requires a dynamic individual who can seamlessly blend exceptional customer service with meticulous operational support, driving both customer satisfaction and business success. 

DUTIES AND RESPONSIBILITIES 

The duties and responsibilities of this position consists of, but are not limited to, the following: 

Customer Experience and Growth: 

• Cultivate and maintain strong, trust-based relationships with customers, adeptly addressing their needs and surpassing expectations. 

• Anticipate customer requirements and provide timely solutions, fostering long-term satisfaction and loyalty. 

• Resolve conflicts diplomatically, prioritizing the preservation of customer relationships. 

• Contribute to account growth by identifying opportunities for improvement and sharing insights with stakeholders. 

• Other duties or responsibilities as assigned according to the team and/or country specific requirements 

Operational Excellence: 

• Execute operational tasks such as order creation, load assignment, and tracking with precision and efficiency. 

• Ensure the accuracy and integrity of all operational data, including financial details and order adjustments. 

• Utilize technological tools to manage orders, identify discrepancies, and implement corrective measures promptly. 

• Champion the adoption of new processes and tools to enhance operational efficiency and effectiveness. 

Team Collaboration and Process Efficiency: 

• Collaborate with internal teams to streamline account processes, standard operating procedures (SOPs), and key performance indicators (KPIs) in alignment with customer expectations. 

• Actively engage in team meetings and knowledge-sharing sessions to drive continuous improvement and best practices implementation. 

• Serve as a resource and mentor to colleagues, fostering a culture of mutual support and learning. 

Additional Responsibilities: 

• Implement account pricing strategies as directed by account management. 

• Handle tender responses and build and maintain Load Board Portals (LBPs). 

• Schedule appointments and optimize load/mode configurations where applicable. 

• Maintain and update W-codes and associations, monitoring automation dashboards for issues and opportunities. 

• Manage shared inboxes and address Accounts Receivable (AR) tasks efficiently. 

• Troubleshoot Electronic Data Interchange (EDI) and Navisphere online platforms. 

• Foster relationships and communication with LTLSC and other shared services. 

• Process claims and manage accessorial charges effectively. 

• Set up afterhours support as required. 

• Continuously improve customer accounts through a performance improvement lens. 

QUALIFICATIONS 

Required: 

• High School Diploma or GED  

• Ability to travel up to 5% (domestically) 

Preferred: 

• Customer Engagement Experience 

• Proficiency in Microsoft Office Suite (Excel, Word, Outlook)  

• Attention to detail, accuracy, and problem solving  

• Values a diverse and inclusive work environment 

• Willingness to learn and adapt in a dynamic environment  

• Values a diverse and inclusive work environment