Account Manager

1 month ago

Milton, Ontario, Canada DSV Full time

Job Summary

The Account Manager will be responsible for managing and developing assigned accounts for the DSV Road team, meeting growth and profitability objectives across the organization. This role will take overall responsibility for assigned accounts between Montreal and Milton Office, increasing profitability on all areas of designated accounts across North America, including internal accounts with DSV Air & Sea and DSV Solutions.

Key Responsibilities

  • Analyze booking information from customers to determine and verify service requirements.
  • Coordinate the flow of inbound and outbound freight, staying abreast of daily priorities and weekly transportation targets.
  • Meet and exceed customer requirements at every stage of the order fulfillment process, assuming responsibility for total customer satisfaction. Ensure the timely resolution of customer inquiries, concerns, and problems.
  • Develop SOPs for assigned accounts and ensure cross-training of colleagues.
  • Effectively negotiate rates and terms with carriers and customers.
  • Respond to internal and external client inquiries, resolving any conflicts or problems that may arise.
  • Focus on servicing and building book business with DSV Air & Sea, establishing a one-stop-shop for all transportation needs. Build a Center of Excellence for transportation needs originating from Air & Sea Business, across North America (as required). Focus on communication and customer service.
  • Work closely with colleagues to plan and execute customer requirements, including training and outsourcing functions to colleagues.
  • Assist with pricing internal and external business (via shared rates email).
  • Communicate with carriers to monitor freight movement.
  • Enter milestones updates in real-time in the TMS.
  • Monitor carriers who are unresponsive and inform dispatchers and supervisors of escalated issues.
  • Communicate any modifications to sales teams to update clients.
  • Ensure tracking meets established standards, escalating for resolution as appropriate.
  • Understand current industry market conditions, communicating any carrier issues that may impact operations.
  • Working knowledge of transportation cargo claims, transportation laws, and risk management.
  • Keep the Operations Team and Sales updated on significant issues or trends.

Quality, Health & Safety

Support organizational commitment to ISO 9001, ISO 45001 certification – Montreal location. Perform assigned tasks to support DSV meets its objectives and targets regarding quality, health, safety, and environment, following all requirements as set out in the DSV Quality Health Safety Environment policy.

Qualifications

Education and Experience

Minimum 4-5 years in transportation/logistics/distribution. College Diploma/University Degree in Business, Logistics, or International Trade preferable. 2 years of experience in Account Management (minimum). CIFFA certificate, an asset. Dangerous Goods Certification, an asset.

Skills and Competencies

General Operations Skills/Competencies:

  • Good command, both verbal and written, English skills.
  • Ability to create collaborative engagements and active listening.
  • Service-oriented and able to resolve customer grievances.
  • Strong interpersonal skills, building professional relationships internally and externally.
  • Strong problem-solving skills and analytical skills.
  • Ability to multi-task, plan, prioritize, and manage time effectively to meet goals and achieve results.
  • Both a team builder and a team-player.
  • Excellent organizational and time management skills.
  • Act as a role model for DSV values and adhere to the Code of Conduct.

Language and Computer Skills

English is the principal language for this position, additional languages may be required in other locations. Ability to communicate effectively in a diverse multicultural environment. Microsoft Office suite. Working knowledge of transportation management software, i.e., Load Link, PC Miler, etc., would be an asset.

Physical Demands

Prolonged periods sitting and standing at a desk and working on a computer. Regular working hours apply for this position, at times, working beyond these hours may be required by business needs.

At DSV, we keep supply chains flowing in a world of change. We provide and manage supply chain solutions for thousands of companies every day – from the small family-run business to the large global corporation. Our reach is global, yet our presence is local and close to our customers. Approximately 75,000 employees in over 80 countries work passionately to deliver great customer experiences and high-quality services. We aspire to lead the way towards a more sustainable future for our industry and are committed to trading on nature's terms.

DSV is a dynamic organization that fosters inclusivity and diversity. We conduct our business with integrity, respecting different cultures and the dignity and rights of individuals.

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