Senior Account Manager

The Senior Account Manager leads and motivates the Customer Service team serving as a dedicated primary relationship owner for an assigned group of client accounts to ensure they are providing superior customer service. Handling escalated complaints to ensure a seamless overall positive customer service experience to promote retention and revenue growth.

Duties and responsibilities

• Responsible for planning, coordinating, and supervising account management staff to ensure a prompt, courteous, and accurate response to customers.
• Prioritize and assign work to employees and initiate corrective measures to resolve problems including scheduling requirements as necessary.
• Select, coach, and develop the account management team.
• Interface with diverse levels of internal and external personnel to develop and maintain effective rapport and to resolve issues and inquiries.
• Monitor and analyze proficiency and quality efforts.
• Administer and adhere to corporate and departmental policies, practices, and procedures.
• Proven ability to multitask with attention to detail.
• Mature with the ability to communicate effectively with a wide range of clients. Treat customers with a stellar level of service.
• Ability to work well under pressure in a fast-paced busy office/warehouse environment with shifting priorities while maintaining deadlines.
• Ability to see what is needed in advance-show a sense of urgency.
• Prepare-analyze and send daily reports.
• Respond to client inquiries in a timely fashion.
• Handle complaints, settle disputes and resolve conflicts with clients while maintaining a cooperative working relationship and escalate when necessary.
• Ensure company policies and procedures are adhered to in a professional manner, providing the highest service to clients.

Requirements

• College Degree or Equivalent experience
• Self-Motivated & Detailed Oriented
• Strong Interpersonal Skills
• Third Party Logistics experience a plus
• Strong work ethic with a self driven desire to succeed