Customer Service Manager - Corporate Accounts

R+L Global Logistics

  • Ocala, FL
  • Permanent
  • Full-time
  • 1 month ago
Job Category: Customer ServiceJob Description:The Customer Service Manager - Corporate Accounts is the key role in bringing the power of R+L Global to bear for our Corporate Accounts. This role is responsible for managing a portfolio of Corporate Accounts by serving as the primary point of contact. In this role the Customer Service Manager will ensure that the expectations of the Customer are exceeded and the responsibilities of both R+L Global and the Customer are being met to a successful relationship between both parties.Customer Service Manager - Corporate Accounts responsibilities and essential job functions include, but are not limited to the following:
  • Oversee all facets of new corporate account implementation including but not limited to initiation, planning, design, execution, monitoring of task completion, and holding stakeholders accountable.
  • Understand scope of services from sales team with onboarding requirements, modes of transportation, account and contract specific pricing, TMS integration, invoicing, freight audit and pay, and reporting needs.
  • Facilitate meetings and regular reviews of operations throughout implementation and work with all departments to ensure systems and process' are in place and working.
  • Lead Customer reviews to gather data and information that will improve our service to the customer.
  • Be the key interface between the daily operations of the account and the Sales person.
  • Provide daily direction to the Customer Service team and the Carrier Representatives aligned with the Corporate Accounts.
  • Key Metrics for the role:
  • 10% Account Growth Quarter over Quarter - load volumes
  • Performance against expectations
  • Awarded lane volumes acquired Vs expected
  • Additional Lane volumes acquired beyond initial award
  • Margin performance against expected account margins
  • On time performance - meeting customer requirements
  • Team performance against customer expectations and overall customer satisfaction
  • Load integrity
  • Data integrity for all orders
  • Appointment times, Revenue codes, overall order information is complete and accurate
  • Timely communications
  • All orders in the system, updated and appointments made in a timely fashion
  • Team communications
  • Ensure that the team is communicating effectively and efficiently between themselves, the Customer and other necessary R+L Global departments
  • The above job functions are illustrative of the duties and responsibilities associated with this position and are not intended to be all-inclusive. Employee may be asked to perform other related duties to meet the ongoing needs of the organization.
Qualifications, Knowledge, Skills, and Abilities:
  • High School Diploma or GED; Bachelor's Degree in Business, Supply Chain, or related field or an equivalent combination of education and work experience preferred.
  • Proficient in conducting negotiations to achieve mutually beneficial outcomes.
  • Proficient in building and maintaining positive relationships with colleagues, clients, and stakeholders. Ability to engage with diverse groups of people, showing respect and consideration for different viewpoints. Adept at facilitating open and honest communication.
  • Proficient in both written and oral communication. Capable of clearly and effectively conveying information and presenting to internal and external business partners.
  • 2+ years of experience managing key or national accounts in a 3PL or transportation setting.
  • Previous experience with transportation management systems (TMS); McLeod/Cargowise preferred.
  • Understanding of Federal Motor Carrier Safety Regulations (FMCSR) a plus.
  • Strong working knowledge of freight modes: dry van, reefer, flatbed, expedited, intermodal, etc.
  • Demonstrates a track record of successfully identifying client needs and providing tailored solutions. Skilled in understanding business challenges, and delivering effective sales strategies that drive results.
  • Possess in-depth market knowledge of current industry trends, pricing fluctuations, and the competitive landscape. Ability to provide valuable insights and strategic advice to clients and key stakeholders by staying informed of regulatory changes, technological advancements, and economic factors affecting the logistics sector.
  • Ability to multitask and shift focus in a fast-paced environment with rapidly changing priorities, meet deadlines, work well under pressure, prioritize work and maintain discretion on confidential matters while maintaining a positive attitude and providing unmatched customer service.
  • Proficient in utilizing various technology platforms, including Microsoft Office Suite (Word, Excel, PowerPoint, Outlook) and video conferencing tools (WebEx, Zoom, Microsoft Teams).
  • Ability to read, write, and speak English fluently; ability to speak Spanish fluently is a plus.
About Us:We empower business worldwide to ship smarter.R+L Global Logistics strives to provide the best freight solutions and logistics services to our customers. We offer the highest quality domestic and international transportation services including Full Truckload (FTL), Intermodal/Rail, Expedited/Domestic Priority, Service to and from Mexico and Canada, Trade Show Logistics, Supply Chain Management, High Value/High Risk Cargo, Warehousing and Fulfillment, Value Added, Customs Brokerage and more.We focus on customer requirements in order to meet the challenges of today's business demands. Our ability to create solutions through a wide range of transportation outlets allows R+L Global Logistics to be the complete global transportation solution.BENEFITSR+L Global Logistics offers a comprehensive benefits package including Medical, Dental, Vision, Life & Disability Insurance, 401(k) Retirement Plan, PTO, Sick Time, Paid Holidays and Exclusive Employee vacation propertiesR+L Global Logistics will provide equal employment opportunities to all applicants without regard to an applicant's race, color, religion, sex, sexual orientation, gender, gender identity or expression, genetic information, national origin, age, veteran status, disability, or any other status protected by federal or state law. R+L Global Logistics will provide reasonable accommodations to allow an applicant to participate in the hiring process (e.g., accommodations for an assessment or job interview) if so requested. When completing this application, you may exclude information that would disclose or otherwise reference your race, religion, age, sex, genetic, veteran status, disability or any other status protected by federal or state law.

R+L Global Logistics