Supervisor - Account Manager - Customer Service

Job Overview

Duties & Responsibilities 

• Provides services to customers in compliance with contract requirements ensuring on-time deliveries. 

• Communicates all service issues promptly to the customer an elevates issues accordingly to the operations team and others within the organization as applicable. 

• Coordinates customer freight shipments, including booking freight, answering customer calls and emails, and assisting with customer rate quotes. 

• Maintains high customer experience ratings. 

• Monitors service to ensure 95%+ as a guiding expectation of service rating. 

• Partners with the business development team on new opportunities. 

• Maintains award compliance for any assigned customers/regions. 

• Monitors added services fees to stay compliant with bill back to the customer. 

• Supervisors the handling of freight from shipper to receiver. 

• Develops and maintains customer relationships with assigned customer base and/or geographic area. 

• Builds and maintains professional and positive relationships with Hirschbach operators, operations team members, and customers. 

• Supervises and leads direct reports.  

• Reviews and signs off on customer billing and reporting functions. 

• Serves as the key contact for customer KPI reporting meeting as scheduled per customer. 

• Serves as a Point of Contact for key customers and oversees customer accounts and geographic areas. 

• Handles customer complaints and inquiries. 

• Creates plans of action (POA) to increase lane profitability and service percentages. Updates POAs with concerns/delays. 

• Oversees the scheduling and customer service of assigned region and/or accounts. 

• Reviews and completes all assigned billables. 

• KPI and other reporting functions as required by the assigned customer. 

• Attends meetings related to customers and occasionally travels to visit customer sites and terminal locations. 

• Other duties as assigned including proactively assisting others in achieving the organization’s objectives. 

Talent Requirements and Skills 

• High school diploma or equivalent, paired with relevant professional experience. 

• 3 years of transportation experience is preferred, paired with other relevant professional experience. 

• Bachelor's Degree in Transportation/Logistics/Supply Chain, or a related field is  preferred. 

• Ability to process information with high levels of accuracy and energy. 

• Ability to multi-task and prioritize workload. 

• Computer proficiency and ability to navigate between multiple programs. 

• Demonstrates an "All In to Win" attitude and displays self-motivation and a strong desire to learn within an unpredictable and demanding environment.

Pay & Benefits

• Opportunity to earn bonus incentives!
• Full comprehensive benefit plan, includes medical, dental, vision, company paid disability and life insurance, and more voluntary elections!
• Paid Time Off earned within your first year
• 160 Work From Home Hours after 1 year of service
• 401(k)

Company Overview
Founded in 1935, Hirschbach Motor Lines has built a sterling reputation for delivering time and temperature-sensitive freight across 48 states. Today, the organization generates $1+ billion in revenue and has become the 2nd largest refrigerated carrier in North America with company headquarters in Dubuque, Iowa. Hirschbach strives to provide the highest level of service in the industry, offering a breadth of services including Dedicated, Over the Road, Expedited, Entertainment, and Logistics Solutions.

With a tenured history and vision for the future, our company culture drives us to be the best in the business, grounded in our All In To Win values. One key to trust is having a pool of talent and resources who are exceptionally competent, capable, and passionate for serving results to our customers.