Job description
As a Client Account Manager, you will play a critical role in managing relationships with different tier clients, acting as a vital liaison between internal teams and external partners. You will ensure a seamless and positive service experience by managing client communications, coordinating task delivery across teams and carriers, and supporting the accurate processing of freight bills.
Company Profile:
Our client is a US-based company established in 2018. They specialize in delivering comprehensive back-office solutions for the logistics industry. They offer a wide range of services, including shipping data accuracy and validation, processing both OCR and non-OCR compatible documents, track & trace, pickup scheduling, missing document retrieval, business analytics, reporting, and transportation transaction management. By customizing their offerings to meet the unique needs of both customers and companies, they ensure efficient, streamlined operations and improved logistics performance.
As the company continues to grow and expand its team in the Philippines, they are now seeking a self-driven, reliable and collaborative Client Account Manager to join their dynamic workforce.
This career opportunity is perfect for those looking to join an organization that prioritizes innovation along with collaboration and accountability.
Duties and Responsibilities:
•Complete knowledge of all freight bill audit and payment processes from beginning of cycle to end of cycle
•Problem solving on a daily basis (40%) – work out any issues between internal and external clients
•Attend client meetings on an as needed basis-monthly at the least daily basis (35%) – this will be conducted either by phone or in person to resolve any issues with internal and external clients
•Oversee or direct the work of assigned staff as needed
•Manage activities of assigned accounts, including any client inboxes
•Logging of internal employee errors into the error log
•Assist in planning and controlling any client or project budget
•Manage and promote teamwork within the departments while having personal interaction with all members of the department working on assigned accounts
•Monitor and implement legal compliance measures as necessary with assigned accounts
•Perform any non-routine work as necessary for the good of our clients
•Problem solve with both internal and external clients on an as needed basis
•Assist with training of new staff from departments as necessary
•Coach employees on quality improvement on an as needed basis
•Serve on and/or lead research and development meetings to better service customers on an as needed basis
•Create and maintain client specific SOP’s as needed
•Build client relationships through facilitating interaction with production departments
•Train clients and carriers on products available and use of them
•Measure client and carrier satisfaction with our products and services through surveys
•Prepare weekly, monthly, quarterly and annual account reports to present to Director of Operations
•Assist the Company in providing a safe workplace for all employees
•All other duties as assigned
Must-have Skills / Qualification:
•Minimum 18 months to 2 years of experience in account management within the logistics or transportation industry
•Understanding of freight bill cycle and escalation process
•Exceptional customer service skills with experience managing client relationships in the logistics industry, ensuring clear communication and timely resolution of inquiries and service needs
•Strong problem-solving capabilities, adept at analyzing supply chain challenges and implementing effective solutions to maintain service quality and client satisfaction
•Excellent communication skills in English, with the ability to effectively collaborate with clients, team members and stakeholders at all levels of the organization
Advantageous/Nice to Have Skills/Experience:
•Bachelor’s Degree or training in a related field
•Bilingual Spanish-English Fluency
