Swift Transportation Customer Account Leader in Phoenix, Arizona
Schedule: 4on/4off (weekdays/weekends) 5am-5pmCompensation: $40-52K depending on experience and qualifications
Some added incentives we offer for this role are:
401(K) Retirement Plan
Medical, Dental, and Vision Coverage
Employee Stock Purchase Plan
Primary Purpose and Essential Functions: Lead customer account team(s). Build and enhance customer relationships by ensuring all assigned account activities are performed accurately and efficiently. Incumbents are responsible for meeting all customer expectations by providing world class service through effective communication to both internal and external customers while improving company profitability. Incumbents are responsible for ensuring team meets defined metrics which includes specific goals for revenue, load count, growth, rate and service. Incumbents may need to occasionally work weekend, 2nd or 3rd shift based on company and customer needs.
Provide daily work direction to assigned customer account representatives to ensure the coordination and completion of day to day activities.
Set schedules that meet customer requirements. Monitor work hours; approve overtime and/or time off requests.
Manage employee performance by providing employee feedback on a frequent schedule, addressing areas for improvement as well as acknowledging positive accomplishments.
Communicate customer expectations and account information.
Manage Electronic Data Interchange (EDI) related requirements regarding 214 Status releasing or other similar electronic transmissions as required by the customer.
Address escalated customer service issues; identify solutions to existing problems and provide direction to subordinates to best solutions.
Ensure team defined metrics are adhered to by assigned team members.
Research service issues and ensure proper coding of all applicable service failures in the system to support accurate service reporting.
Identify and solve problems that do not meet customer or company expectations.
Review rejected loads; analyze to identify potential opportunities for Swift.
Maintain a positive work atmosphere by acting and communicating in a manner which facilitates the success of business operations to meet company and customer requirements.
Perform additional duties as assigned by leadership.
Skills: Must be able to lead, influence and motivate employees at all levels in a cross functional, diverse and changing environment. Must possess exceptional interpersonal, decision making and analytical abilities with a creative approach to problem solving. Must have strong decision making skills. Must be able to prepare and present relevant material in a way that influences others and successfully builds collaboration.
Education: Bachelorsï¿½ï¿½ï¿½ degree in business or related field or equivalent combination of education and/or experience required.
Experience Required: 3 years' as customer account representative or similar experience required. Previous experience in transportation industry required. Working knowledge of MS Office (Excel and Word) required. Previous leadership experience preferred. Previous experience with AS400 preferred.