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Account Manager

3 weeks ago

Milton, Canada DSV Full time

**DSV - Global transport and logistics**

Location: CAN - Milton, Yukon Court
Job Posting Title: Account Manager - Operations, Road - 60532
Time Type: Full Time

Purpose of the position

The Account Manager is responsible for managing and developing the assigned Accounts for the DSV Road team as well as meeting the objectives of growth and profitability across the organization

The primary purposes of this role are:

- To take overall responsibility of assigned accounts between Montreal and Milton Office
- To increase profitability on all areas of the designated accounts across North America, Including Internal accounts with DSV Air & Sea and DSV Solutions

Key Tasks

Account Management - Operations
- Analyze booking information from customer in order to determine and verify the service requirements
- Co-ordinates the flow of inbound and outbound freight while staying abreast of daily priorities and weekly transportation targets.
- Meet and exceed customer requirements at every stage of the order fulfillment process by assuming responsibility for total customer satisfaction. Being courteous and responsive in all interactions with clients. Ensures the timely resolution of customer inquiries, concerns and problems.
- Develop SOPs for your assigned accounts and ensure cross-training of colleagues
- Effectively Negotiate rates and terms with carriers and customers
- Effectively and efficiently responding to internal and external client’s inquiries; resolving any conflicts or problems that might arise
- Focus on servicing and building book business with DSV Air & Sea and establish a one top-shop for any and all of their transportation needs. Build a Center of Excellence (CoE) for any 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 the requirements from customers, including but not limited to training and outsourcing functions to colleagues
- Communicate with carriers to monitor freight movement
- Milestones updates are entered in Real time in the TMS
- Monitor carriers who are unresponsive and inform dispatchers and supervisor of escalated issues
- Communicate any modifications to sales team to update clients
- Ensures that tracking meets established standards but will escalate for resolution as appropriate.
- Understand current industry market conditions. Communicate any carrier issues that might 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.

Customer Relationship
- Build up and further improve customer relationships for all customers and DSV branches

General Management
- Display strong leadership both externally towards Customer and internally towards the DSV Road team
- Work in close collaboration with Road, Air & Sea and Solutions as required

All staff:

- Perform assigned tasks to support DSV meets its objectives and targets regarding quality, health, safety and environment and follow all requirements as set out in the Quality Health Safety Environment policy.
- It is the responsibility of all staffs to ensure that their day to day activities embrace sustainability/Health and safety therefore reducing the impact upon the environment, supporting the communities we work in and reducing incidents in the workplace.

Due to the dynamic nature of our industry, your accountabilities and role may change.

Decision Making Authority
As delegated by the General Manager and company standards and policies

Function / Market & Industry Knowledge / Business Acumen / Process working
- Understanding of DSV Road's strategy and products
- In-depth knowledge of freight forwarding industry
- In-depth knowledge of markets (customers, competitors, suppliers, overall environment and major freight lanes)
- Excellent negotiation skills
- Good financial skills
- Ability to review, analyze and understand contracts

Skills & Competencies

Business
- Excellent ability to organize, including prioritizing, planning, assigning and controlling objectives
- Profound ability to focus on customer service as a core value, increasing operational efficiencies and setting and monitoring high standards of quality while taking necessary steps to retain and improve customer relationships
- Ability to influence and negotiate
- Ability to drive innovation, manage change and deal with ambiguity, devising effective change management processes

Personal Excellence
- Ability to present and articulate very well
- Aptitude to work well under pressure and tight deadlines with high energy and resilience
- Extensive communication and networking skills
- Excellent inter-personal skills with positive attitude/mindset
- International experience and mindset; willing to travel as required
- High integrity and in alignment with DSV’s core values
- Supports organizational commitment