Customer Segment Manager is responsible for all customer segment group research including extracting customer data and analyzing profiles to determine market segment requirements. Develops targeted product offerings or marketing campaigns based on customer profiles. Being a Customer Segment Manager provides information to sales and marketing teams to assist in the promotion of the organization's goods and/or services. Requires a bachelor's degree in area of specialty. Additionally, Customer Segment Manager typically reports to a head of a unit/department. The Customer Segment Manager manages subordinate staff in the day-to-day performance of their jobs. True first level manager. Ensures that project/department milestones/goals are met and adhering to approved budgets. Has full authority for personnel actions. To be a Customer Segment Manager typically requires 5 years experience in the related area as an individual contributor. 1 - 3 years supervisory experience may be required. Extensive knowledge of the function and department processes. (Copyright 2024 Salary.com)
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
PERFORMANCE MEASUREMENTS
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:
Key Competencies:
Dress Code:
Travel Requirements:
Environmental:
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.
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:
Schedule:
Ability to Relocate:
Work Location: In person
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