Director National Accounts Customer Service (jit)
Swift Transportation - Memphis, TN

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Job Overview

Primary Purpose and Essential Functions: Responsible for effectively managing high-priority national accounts and maximizing business growth by ensuring a high-level of efficiency within customer service, planning, and monitoring activities. Oversee the operations of a designated team and ensure department policies and procedures are consistently being followed appropriately. Establish, develop and maintain Just-In-Time (JIT) customer relationships with the overall objective being to maximize customer growth opportunities.

1 Lead the National Accounts JIT group; conduct and administer annual performance reviews while carrying-out necessary training and disciplinary actions in accordance with company policy to maintain group efficiency as well as provide opportunites for individual professional development. Act as liaison while proactively minimizing concerns and negotiating solutions between various department personnel.

2 Oversee JIT Customer Service group, as well as its activities, including accurate RunMaster set up, load booking, and profiles for our most critical customers. Reconcile failures and generate reports and scorecards as appropriate. Setup customers for online tracking and/or design and implement employee bi-hourly tracking reports as needed. Maintain a professional relationship between JIT Customer Service and Billing departments to resolve customer service order discrepancies and create or recreate Bill-of-Ladings (BOL) or other required paperwork to facilitate accurate billing.

3 Facilitate and manage the set up of both formal and pop-up dedicated fleets while overseeing recruiting functions, driver position and division code designation, dedicated schedule design, invoice accuracy and resolution of pay/billing concerns as well as all customer service aspects. Oversee the planning of both dedicated and special divisions to include audit activities as well as the approval and removal of 747 airfreight division drivers and freight while maintaining compliance with the 747 driver agreement and JIT flag.

4 Manage all JIT processes and train department personnel in related procedures. Initiate process improvement for designated department areas and regularly work with IT to redesign software or develop product enhancements in order to resolve process issues and improve efficiency. Responsibilities may include designation of process ownership.

5 Serve as escalation contact for all elevated customer concerns. Be prepared to relay, recover, plan, dispatch, and book loads, as needed, to support the work group as well as assume a temporary role of Account Manager or Service Assurance Coordinator/Planner.

6 Responsible for managing the JIT ad hoc product. Oversee the maintenance of the JIT ad hoc e-mail account while ensuring proper quoting and security of JIT freight, appropriate soliciting of ad hoc loads, along with successful quote tracking and reporting. Train employees in rate quoting for ad hoc loads from contracted customers.

7 Responsible for the service within the onboarding product. Actively participate in onboarding conference calls as well as own accountability for service results.

8 Responsible for setting up monitoring queues for priority customers, training department personnel in relays and recoveries, notification, documentation, and creating and managing the verbal dispatch procedure for pharmaceutical loads.

9 Design and maintain daily, monthly, yearly reports to monitor both volume and performance of customer service, service assurance and JIT ad hoc.

10 Perform additional duties as assigned by management; travel required as needed.

1 Skills: Demonstrated proficiency in AS400 functions for customer service, planning and dispatch; proficiency in Microsoft Office suite; good verbal and written communication skills; excellent organizational skills; public-speaking, negotiation and team management skills; ability to plan; computer keyboarding and 10 key skills as well as the ability to type 40 wpm.

2 Education: High School Diploma or GED

3 Experience Required: Minimum of seven (7) years Customer Service or Customer Service Relations experience required with three (3) years relative to the transportation industry. A 4 year college degree can replace a maximum of four (4) years of required experience or for every year of college one year of experience can be substituted to a maximum of four (4) years.

Position Requirements

Demonstrated proficiency in AS400 functions for customer service, planning and dispatch; proficiency in Microsoft Office suite; good verbal and written communication skills; excellent organizational skills; public-speaking, negotiation and team management skills; ability to plan; computer keyboarding and 10 key skills as well as the ability to type 40 wpm.

Required Education

High School Diploma or GED

Required Experience

Minimum of seven (7) years Customer Service or Customer Service Relations experience required with three (3) years relative to the transportation industry. A 4 year college degree can replace a maximum of four (4) years of required experience or for every year of college one year of experience can be substituted to a maximum of four (4) years.

About this company
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Swift Corporation is a truckload carrier that operates a fleet of truckload carrier equipment.