Customer Segment Manager jobs in Fayetteville, AR

POSITION SUMMARY

This position will have accountability for the daily customer account management and marketing responsibilities for designated on-site customers. Focus to design and promote the growth and profitability of Paschall Truck Lines and its affiliated companies. This position will be located and managed on-site at the customers assigned designation.

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned.

Act as the liaison between client, Paschall Truck Lines Customer Service/Sales, shipper, and receiver while managing the movement of the client’s goods, and upselling within the client to grow business and revenue across all IPS portfolios.

1. Portfolio Management-KPI’s

a) Inbound LOS-Measure inbound Levels of Service and report any service-related issues as well as root cause analysis when metrics fall below targeted goals.

b) Outbound LOS-Measure outbound Levels of Service and report any service-related issues as well as root cause analysis when metrics fall below targeted goals.

c) Reports directly back to PTL customer service/operations team and documents service action items including root cause analysis and corrective action plans (formal or non-formal).

2. Backhaul Opportunities

a) Be able to identify backhaul opportunities across PTL’s network and to help align and coordinate backhaul lanes to drive more efficiency, reduce empty miles, and offer cost savings.

3. Import Trailer Pools

a) Monitor and maintain sufficient trailers pools across customers network, including trailers pools at ship sites (DC’s or 3PL locations), Clubs, Stores, and other locations that require a trailer pool. Validate trailer locations and work with Sky Bitz trailer tracking tools.

4. Supplier Opportunity

a) Worked directly with our customer to identify both new and missed opportunities from a 3rd party view. Work closely with the team to identify areas of improvement as it relates to processes, communication, alignment, and execution.

5. Customer RFP’s

a) Work closely with customer on any new lane opportunities or upcoming RFP’s and understand growth opportunities and synergies between the companies.

b) Have a good understanding of missed opportunities and offer solutions as it relates to lane realignment.

c) Understand customers network from both an inbound and outbound perspective.

6. New Business Opportunities

a) Work closely with customer on any new business opportunities including but not limited to: New DC’s, clubs, lanes, realignments, special projects, power only, and dedicated.
7. Weekly Reporting

a) Reports each week on a summary of activities performed and items listed below:

i. LOS metrics-inbound/outbound-OTD Performance

ii. Number of loads moved

iii. Trailer updates (current pools, needs, etc.)

iv. Missed opportunities

v. Growth opportunities

Significant collaboration with the customers transportation team and any of their affiliates and Paschall Truck Lines customer service and operations team.

Determine and evaluate customer needs, prepare sales presentations, work with Pricing to negotiate, and present rate proposals, provide needed customer service follow-up, and prepare CS/OPS/Sales correspondence as needed.

Oversee the order entry SOP to ensure our customer’s orders /loads are entered into our TMS system for load pick-ups which will provide accurate customer billing and carrier settlements, working with Customer Service / Operations leaders if issues or concerns arise to ensure resolution.

Monitor customer activity on a daily, weekly, and annual basis to ensure maximum customer satisfaction, lane analysis, on-time performance, and new activity trends.

Resolve customer concerns and complaints and develop action plans to reduce service failures.

Responsible for decisions and implementation of pick-up and delivery to ensure customer requirements are met.

Provide afterhours support for critical issues as needed.

Discuss and coordinate plans with the SVP of Sales to ensure maximum profitability and customer service.

Serve as a mentor to new team members as directed by the SVP of Sales.

Adhere to and comply with Federal, State, DOT, OSHA, and Company rules and regulations.

Work with the SVP of Sales to establish and promote a true quality improvement process

Perform other duties as assigned or become necessary.

PRIORITIES SERVED

• Improving and building the business.
• Leadership and Mentoring

PERFORMANCE MEASUREMENTS

• Timely and accurate performance.
• Growth of Client Portfolio and revenue
• Identification of areas needing improvements and implementation of corrective measures.
• Effectiveness of employee relations; employee development and training.
• Profitability

Educational/Experience:

· Four-year College degree or equivalent industry experience with a major portion of that having been in customer service, operations and sales, with a proven track-record of success

Special Skills:

• Excellent written, verbal, and polished presentation skills are a necessity
• Must possess excellent problem-solving skills
• Must possess excellent listening and interpersonal skills
• Computer proficiency in Microsoft Outlook; PowerPoint; Word; and Excel
• Prioritize and execute tasks and assignments effectively and efficiently
• Ability to work in a team environment while also delivering independent results
• Must possess a strong business acumen

Key Competencies:

• Must have a high level of integrity and trust, and must adhere to moral, ethical, and professional standards, regulations, and organizational policies; keeps commitments to promised actions
• Ability to work independently without direct supervision
• Customer-focused to ensure that the internal or external customer’s perspective is a driving force behind strategic priorities, business decisions, organizational processes, and individual activities; crafting and implementing service practices that meet customer’s and PTL’s needs; promoting and operationalizing customer service as a value
• Must remain composed in extreme pressure situations, maintain stable performance under pressure or opposition while handling stress in a manner that is acceptable to others and to PTL
• Ability to prioritize key tasks to identify more critical and less critical activities and tasks, and to adjust priorities when appropriate
• Effective time management with the ability to meet aggressive deadlines
• Professionalism with the ability to present and maintain a positive company image in a fast-paced environment
• Sense of urgency, results-oriented, attention to detail and goal-oriented
• Analytical ability
• Action oriented with an ability to learn quickly
• Strong ability to multi-task along with organizational skills
• Must understand and practice the highest level of email etiquette and all other forms of customer interaction

Dress Code:

• Must have a professional wardrobe which allows you to dress up or down to suit the applicable situation and environment but must always be in compliance with PTL’s dress code policy

Travel Requirements:

• Travel may be necessary
• Must have a valid driver’s license with a clean driving record free of DUI’s or other major infractions as outlined in the PTL company policy

Environmental:

• Office environment.

WORKER ATTRIBUTES

Knowledge - An organized body of information usually of a factual or procedural nature which, if applied, makes adequate performance on the job possible. A body of information applied directly to the performance of a function.

• Transportation: Knowledge of principles and methods for moving people or goods by air, rail, sea, or road, including the relative costs and benefits.
• Clerical: Knowledge of administrative and clerical procedures and systems such as Microsoft products, managing files and records, and other office procedures and terminology.
• Policy and Procedure: Knowledge of company policy and procedures.

Skills - The proficient manual, verbal or mental manipulation of data or things. Skills can be readily measured by a performance test where quantity and quality of performance are tested, usually within an established time limit. Examples of proficient manipulation of things are skill in typing or skill in operating a vehicle. Examples of proficient manipulation of data are skill in computation using decimals; skill in editing for transposed numbers, etc.

· Clerical: Must be able to type.

· Talking: Must be able to clearly relay important instructions and ensure they’re understood.

· Listening: Giving full attention to what others are saying, taking time to understand the points being made, asking questions when appropriate and not interrupting at inappropriate times.

· Critical Thinking: Using logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions, or approaches to problems.

· Time Management: Manage one’s own time and the time of others.

· Coordination: Adjusting actions in relation to others' actions.

· Negotiation: Bringing others together and trying to reconcile differences.

· Persuasion: Persuading others to change their minds or behavior.

· Service Orientation: Actively looking for ways to help people.

· Social Perceptiveness: Being aware of others' reactions and understanding why they react as they do.

· Operation and Control: Controlling operations of equipment or systems.

Ability - The power to perform an observable activity at the present time. This means that abilities have been evident through activities or behaviors that are similar to those required on the job, e.g., ability to plan and organize work. Abilities are different from aptitudes. Aptitudes are only the potential for performing the activity.

· Planning: Plan, organize and prioritize work.

· Data and Research: Gather facts and communicate findings.

· Interpersonal communication: Written and verbal expression and clarity.

· Problem Sensitivity: The ability to anticipate or recognize problems.

· Multi-tasking: The ability to shift between two or more activities or sources of information.

· Relator: Able to build lasting bonds with a wide variety of personality types.

Performance Dimensions - Performance dimensions are traits or characteristics used to describe observable workplace behaviors. They provide a framework for managers and employees in which performance can be discussed and evaluated.

· Service and Sensitivity: Actions that indicate a consideration for the feelings and needs of others. Responsiveness to the needs of drivers, internal and/or external customers.

· Listening: Ability to extract information in oral communication. Actively makes an effort to pay attention and hear what someone is saying.

· Oral and Written Communication: Effective expression in individual or group situations (includes gestures and non-verbal communications). Effective expression of thoughts and messages in a written format (includes clarity, grammar, spelling, conciseness, etc.).

· Planning and organization: Establishing a course of action for self and/or others to accomplish a specific goal: Prioritizing responsibilities and organizing efforts to ensure the timely completion of daily responsibilities, projects, etc.

· Judgment: Making rational and realistic decisions which are based on logical assumptions and which reflect factual information and consideration of company's mission and resources.

· Stress Tolerance: Stability of performance under pressure and/or opposition.

· Team player: Actions are consistent with overall corporate goals and objectives. Ability to work with others. Facilitates and supports cooperative actions. Listens to, and respects, other's contributions. Willingness to express ideas, opinions, and share information.

Job Type: Full-time

Pay: $55,000.00 - $65,000.00 per year

Benefits:

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

Schedule:

• 8 hour shift
• Monday to Friday

Ability to Relocate:

• Bentonville, AR: Relocate before starting work (Required)

Work Location: In person