Job Title: Strategic Account Service Manager in Customer Service
Reports to: Regional Customer Service Manager
Location: Cypress, CA
Supervision: N/A
Compensation: $65,000 – $75,000 annually based on experience and qualifications
Position Summary
The primary role of the Strategic Account Service Manager is to develop and maintain good relationships with the specific clients and Sales reps they serve. Acts as a liaison between clients/sales, operating departments, and stakeholders to convey information, ensure understanding, and ensure customer expectations are met and done on time. Uses strong relationship and project management skills in support of sales and/or operations to help the company attain operational and profit objectives. Your role is integral to the company’s success, as you consistently provide excellent customer service internally and externally. You are responsible for a select group of
strategic accounts assigned by the Co-President of Sales, with the goal of understanding customer needs and offering solutions. You work directly with customers to maintain and grow the business, and are involved in planning, directing, and evaluating customer service in relation to operational goals. You also have the opportunity to develop and implement customer service improvement strategies, further contributing to the company’s success.
Key Responsibilities
Work is consistently accomplished without supervision, with only guidance about overall goals and objectives. Usually, they receive minimal to no guidance about how to complete work objectives. Must be able to define work based on the evaluation of short-term and long-term goals of the department. Able to independently evaluate processes, identify areas of improvement, and incorporate them into overall work objectives.
- Build effective relationships with internal and external customers.
- Acts as a liaison for all ePost facilities and with the rest of our organization to ensure that all parties understand all customer expectations, including but not limited to the following: any SLA (service level agreements), job requirements, schedule information, special instructions, and delivery expectations, etc.
- Answer client queries and identify new business
- Handle Key accounts assigned by the Regional Customer Service Representative
- Proactively run reports and analyze data to ensure service quality, communicate any issues, and provide updates to customer
- Prepare Sales reports
- Participate in client meetings virtually or in person as needed
- Answering and tracking all incoming customer inquiries/issues, owning and closing the issue.
- Scheduling any pick-ups necessary for customers through the Operations group.
- Analyze customer schedules to ensure we will hit the requested delivery.
- Mentor/job shadow with all pertinent parties to ensure you are up to date with best practices and
continue your current role’s growth and development. - Working with peers to make improvement strategies.
- Work with VP of Sales to reactivate lapsed shippers
- Meet all business unit goals and individual goals/metrics.
- Must consistently demonstrate professional behaviors.
- Perform other duties as assigned.
Job Knowledge and Skills
The duties and responsibilities described above are the essential functions of the job. The qualifications below are representative of the knowledge, skills, and abilities required. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.
- Bachelor’s degree in a discipline related to functional work or role with 5-7 years of relevant work
experience OR demonstrated ability to meet the job requirements through comparable years of
applicable work experience. - Able to apply broad work experience and knowledge when analyzing complex problems.
- Must consistently identify critical elements, variables, and alternatives to develop solutions.
- Must be able to organize/prioritize existing resources and incorporate new information, as needed, to
implement the most effective solutions. - Able to communicate clearly and courteously with those who need to know about decisions, actions,
and problems. Able to apply excellent business acumen and collaborative skills when resolving
problems. - Ability to apply excellent functional computer knowledge by utilizing Microsoft Windows, MAC, or other
technical tools to complete assignments. - Able to apply expertise in all the tools or applications used to complete work assignments.
- Able to mentor junior-level team members in using tools and systems in the position.
It requires excellent communication skills, including the ability to state messages clearly using language that is easy for others to understand. Able to explain programs, policies, and procedures in language others understand internally and externally. Must be able to modify communication style, both formal and informal, to match the appropriate level of the audience targeted. Requires a strong understanding of the impact of a message on the organization or customer. Able to write with the clarity and precision necessary for the work.
What We Offer
- Retirement Savings: Choose from 401(k) pre-tax contributions
- Medical, Dental Insurance
- Health Savings Accounts (HSAs) & Flexible Spending Accounts (FSAs) for health and dependent care
- Vision and other Voluntary benefits and discounts
- Paid time off & paid holidays
ePost Global is an Equal Opportunity Employer
- FLSA Status: Exempt
- Family: : CS/Sales
