National Account Manager

Cowan Systems LLC.
Baltimore, MD
Jan 20, 2022
Jan 22, 2022
Full Time
National Account Manager Formed in 1924, Cowan Systems enjoys a history of excellence and quality in the transportation industry. We specialize in providing high quality dedicated fleet services for companies requiring first-rate performance. Cowan Systems is seeking a full time National Account Manager for our corporate office in Baltimore, Maryland. Qualified candidates are detail orientated, thorough, professional, and have experience with customer service and data entry related tasks. Job Summary: The National Account Manager reports to the Vice President of Asset Operations Support. The National Account Manager is the primary point of contact and manager of our customer relationship for assigned accounts. This position is responsible for the planning and achievement of relationship growth (Revenue and Volume), ensuring customer satisfaction, account retention, value creation. The primary focus of this position is to develop, establish, and implement the tools necessary to manage and track service for Strategic National Accounts. This position will serve as a conduit between Sales, Operations, and Customer Service in order to ensure effective communication and proper account management. Job Duties: Build and manage relationships with customers key points of contact to initiate further business, assisting customers in identifying additional service needs that can be communicated back to the Sales Team. Conducting periodic on-site visits to the shipper to establish a good working relationship, as well as to learn about their business, and how to improve efficiencies and expand opportunities to achieve revenue growth. Interact in person, through e-mail, or over the phone with the customer to ensure all conditions of contract or agreement are being met to include on time service, trailer pools, and staffing commitments. Manage all account communication professionally to include addressing issues with service and providing appropriate solutions to resolve in a timely manner Maintain customer account satisfaction by managing and monitoring tender acceptance, service performance, volume commitments, and Identifying and assessing customers' needs to achieve satisfaction. Report requested data to the customer regarding service, delivery times, track and trace, equipment allocation, and other applicable key performance indicators. Monitor and maintain customer websites with all required responses and information as requested by the shipper. Monitoring accessorials and works with Customer Service and the Billing Team to ensure we are collecting all revenue due according to customer contracts in a timely manner. Support Sales, Operations, Customer Service, and Senior Management with all aspects of the account to include onboarding, management, performance reporting, and continuous improvement activities. Position will require working with various departments, and oversight of specific operations/sales functions essential to meeting the requirements and service expectations of specific accounts. This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required for the position. Duties, responsibilities and activities may change at any time with or without notice. Job Qualifications: Bachelor's Degree in Business, Transportation Management, Project Management or related field required. 5 or more years of customer service or sales experience in a customer facing role. Ability to anticipate and integrate customer needs into effective and efficient work process design. Experience in developing, implementing, and communicating performance metrics. Proficiency in Microsoft office suite (Word, Excel, PowerPoint) Excellent oral and written communication skills. Able to Travel as needed (range: 10% to 25%) Frequently required to sit, stand, walk, talk, hear, operate a computer keyboard, and speak on the telephone. Must occasionally lift and/or move up to 10 pounds. Competencies: Exceptional customer service skills with the ability to negotiate rates, sell services, and build professional relationships via telephone, e-mail, and in person. Proficiency in customer contracts, contract terminology, and bidding processes from a sales perspective will be necessary in this position. Ability to work successfully and professionally as an individual and as part of a team to achieve desired results. Strong presentation and selling skills when working with customers to present our quality system & initiatives. Superior communication to include speaking, active listening and conveying information effectively. Exceptional interpersonal and influence skills across the organization through knowledge and expertise. Project planning, organization, and time management skills. Complex problem solving and reviewing related information to develop and evaluate options and implement solutions Judgement and decision making considering the relative costs and benefits of potential actions to choose the most appropriate action. Benefits: Cowan Systems offers a competitive, customizable benefits package including but not limited to: Medical insurance with an HSA option, dental and vision Life Insurance Short and Long Term Disability Dependent Care Flexible Spending 401K Retirement Savings Plan with Employer Match Paid Holidays Paid Time Off Competitive, Weekly Pay #CS

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