Account Representative

Job title: Account Representative

About the Role

Account Representative will support Arrive's Guadalajara-based operations by delivering value to customers through managing accessorials, awarded lanes, and offer management, while driving KPI performance and profitability. The role collaborates with management and teams to review customer performance and identify opportunities for improvement to enhance the customer experience in a fast-growing logistics environment.

What You'll Do

• Obtain pickup and delivery appointments from shippers and consignees within your customer’s network and maintain accurate data entry with building loads for our customer account(s).

• Deliver effective and timely communication with Carrier reps and customer contacts when rescheduling pickups, deliveries, and while obtaining accurate tracking updates.

• Effectively manage accessorials by working closely with carrier partners to submit to our customers in a timely manner.

• Monitor customer awards and have proactive conversations with sales and customers if we are seeing volumes different from what we were awarded.

• Ensure the account is operating at a healthy profitability level and take action to improve or correct where necessary.

• Work with carrier counterparts to identify lanes that are consistent within your customer’s network to secure committed capacity.

• Strategically problem-solve with the ability to execute proper urgency or escalations in unexpected or complicated situations that occur to meet the customer’s needs.

• Understand your customer’s KPIs and what standards we are held to to review account(s) performance to identify trends and present ideas for continuous improvement and cost savings.

• Understand the FDA process for those customers who will be required throughout the border operation.

• Understand the SAGARPA process for those customers who will be required throughout the border operation.

• Effectively manage transloads and track efficiency within this shipping mode that could help improve coverage capacity and maximize profitability.

• What We're Looking For

• Detail-oriented and process-oriented

• Customer-obsessed, efficient, proactive, solutions-driven

• Comfortable performing operational duties independently, as well as collaborating across departments

• Able to perform foundational and MX cross-border and intermediate ops tasks

• Strong communicator with ability to work with management to facilitate internal QBRs and review customer performance

• Knowledge of FDA and SAGARPA processes for border operations

• Ability to identify lanes within customer networks to secure committed capacity and manage profitability

• Experience with KPI management and presenting ideas for continuous improvement and cost savings

• Ability to respond with urgency/escalation in complicated situations