Job description

Position Summary

The Strategic Accounts Specialist serves a specialized role within the Client Care team that works alongside the Account Manager on a limited number of top accounts. They are positioned as the go-to contact within their accounts for operational questions or situations that have historically been handled within account management. They will also assist with standard Client Care responsibilities within the account. They will develop an understanding of the eShipping solution within each of their accounts, as well as develop relationships with key individuals within the accounts. They will work with the account manager to proactively identify ways to support the accounts.

A proficient knowledge of all modes and technology (TMS/Power BI) will be required, as the individual in this role will frequently be involved in solving problems and educating the customer. This role will work to provide solutions to challenging situations and will communicate to customers in a professional and timely manner.

This role will help elevate customer experience for top customers through delivering timely and effective responses and will further position account managers to focus on the growth and retention aspects of an account.

Essential Duties and Responsibilities

Duties include but are not limited to the following:

• Encompass the Mission! Work effectively with the eShipping teams and individuals consistent with our Mission, five “E” Philosophy, and Core Values.

• Be assigned as the Strategic Accounts Specialist on a limited group of top accounts. Accounts will be determined based on size, complexity, account manager involvement, growth opportunity, risk, and other considerations.

• Be positioned as the go-to person within assigned accounts for operational items that often go to account managers.

• Understand the solution for each of the assigned accounts and know the key contacts within them.

• Work the assigned account’s tickets within the Client Care folder when available.

• Join customer calls and meetings when deemed necessary by the account manager. Occasional travel will be necessary.

• Handle meeting follow-up items as it relates to operations.

• Have a proficient knowledge of all modes and support all modes when needed.

• Have a proficient knowledge of billing, AR, and AP services, and handle customer research and communication on these topics when needed.

• Develop a level of expertise within any escalated situation so that you can inform and educate the customer as needed.

• Understand TMS and Power BI and be able to train and support assigned customers.

• Help facilitate expedited shipment communication with assigned customers when needed.

• Support urgent operational requests for assigned accounts, such as dispatch, tracking, quoting, BOL creation.

• Work with account manager to proactively identify actions that support strategic initiatives within the account.

• Proactively identify and execute measures that improve operations within assigned accounts.

• Work with department leads to ensure corrective action plans are implemented if there is a failure within a certain mode pertaining to an assigned account.

• Communicate to customers in a professional and timely manner.

• Work to provide solutions that improve unfortunate shipping scenarios.

• Display positive energy to both customers and teammates.

• Other duties as assigned

Required Skills and Abilities

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skills, and/or ability required. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

• Ability to work both independently and within a team.

• Ability to effectively interact with other employees of the organization

• Excellent customer service, time management, and prioritization skills

• Excellent oral and written communication skills in person and via phone

• Ability to understand, interpret, and explain complex issues and respond appropriately

• Ability to multitask by researching information on a computer while speaking on the phone

• Ability to effectively utilize computer programs including Word and Excel and transportation management system

Minimum Education and Experience

• Bachelor’s degree or equivalent experience

• 1 year of previous customer service experience preferred

Physical Demands and Work Environment

The physical demands and work environment characteristics described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions. This description reflects management’s assignment of essential functions; it does not proscribe or restrict the tasks that may be assigned.

• Physical Demands: While performing the duties of this job, the employee is regularly required to remain in a stationary position for at least 50% of the time. The employee needs to occasionally move about inside the office to access file cabinets, office machinery, etc. The general level of physical activity would be defined as sedentary. The employee is regularly required to operate a computer and other office productivity machinery, such as a calculator, telephone, copy machine, and printer. Some movements of the hands, arms, and wrists may involve repetitive motions. Specific vision abilities required by this job include the ability to detect, determine, perceive, identify, recognize, judge, observe, inspect, estimate, and assess various activities and surroundings.

• Cognitive/Mental Requirements: While performing the duties of this job, the employee is regularly required to comprehend and use basic language, either written or spoken, to communicate simple and complex information, ideas, and information. The employee is also required to use logic to define problems, collect information, establish facts, draw valid conclusions, interpret information, and deal with abstract variables for unique or unfamiliar situations. The employee must use problem-solving skills to formulate and apply appropriate courses of action for routine or familiar situations. The employee may be required to perform numerical operations including basic counting, adding, subtracting, multiplying, and dividing or more complex quantitative calculations.

• Work Environment: While performing the duties of this job, the employee is inside a central heat and air-conditioned office building. The noise level in the work environment is minimal.

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of an employee. Duties, responsibilities, and activities may change at any time with or without notice.

eShipping LLC is an equal opportunity employer.

Job Type: Full-time

Pay: $21.00 - $25.00 per hour

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Disability insurance
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Vision insurance

Schedule:

• 8 hour shift
• Monday to Friday

Supplemental pay types:

• Bonus pay

Application Question(s):

• Will you now or in the future require sponsorship for employment visa status?
• What is your desired hourly rate?
• What is your preferred email address for communication?

Work Location: Hybrid remote in Parkville, MO 64152

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