Account Specialist

**Job Summary**:
Responsible for interacting with co-workers and customers (both internal and external) to provide and process information in response to inquiries, concerns, and requests about services. Responsible for load booking and resolving issues to ensure the highest level of customer service.

**Essential Functions**:

- Reviews opportunities for improvement initiatives for operation processes including but not limited to areas of EDI errors, changes, and tenders; loads moving without appointments; updating profiles and directions, etc to ensure that tasks are completed within assigned and designated periods.
- Reviews Load Analyzer recommendations including but not limited to areas of the CSR Workflow, solicitation of detailed lane recommendations, and pro-actively managing remaining commitments for designated, or assigned customers.
- Review customers' current or potential service issues monitoring the Rolling ETA board.
- Research, trouble shoot, and provide solutions for accounts.
- Start-up and transition new or existing accounts understanding the customer's requirements within, but not limited to, the group.
- Book and coordinate shipments tendered by customers. Includes, but not limited to, informing customers of available equipment, inputting and creating load information into the system, monitoring scheduled shipment dates to ensure timely pickup and delivery, setting up and maintaining accurate customer, shipper/consignee files.
- Assist with late trip request, revisions (including collection of accessorials), and changes that require detailed and timely follow-up.

**The following requirements are also essential and expected of all employees**:

- Consistently maintains a professional demeanor and communicates in a respectful and collaborative manner with coworkers, managers and others in the workplace.
- Follows direction, is engaged and productive, and is flexible and adaptable to changing conditions and expectations.
- Has ability to work independently and to collaborate with and support other members of the department and across the enterprise.
- Maintains regular and reliable attendance.
- Demonstrates the Company's core values and complies with Company policies and procedures.
- May be required to perform duties outside of the above responsibilities from time-to-time, as needed.
- Utilizes appropriate phone etiquette including proper greeting, closing, and addressing any customer issues correctly.
- Scope and Accountability:

- Completes moderately complex tasks following well-defined procedures; may involve a variety of work routines; applies a range of experience and/or skills; selects the appropriate alternatives from a variety of defined options; may provide on-the-job training to new team members.

**Knowledge and Experience**:

- High School diploma or equivalency
- Sufficient typing skills of a minimum 30 WPM
- Knowledge of Windows-based software
- Effective communication skills to perform job functions
- Bilingual in English and Spanish [Laredo, TX facility only]

**Skills and Competencies**:

- Functional/Technical Skills - Has the functional and technical knowledge and skills to do the job at a high level of accomplishment.
- Problem Solving - Uses rigorous logic and methods to solve problems with effective solutions; probes all fruitful sources for answers; can see hidden problems; is excellent at honest analysis; looks beyond the obvious and doesn't stop at the first answers.
- Organizing - Can marshal resources (people, funding, material, and support) to get things done; can orchestrate multiple activities at once to accomplish a goal; uses resources effectively and efficiently; arranges information and files in a useful manner.
- Planning - Accurately scopes out length and difficulty of tasks and projects; sets objectives and goals; breaks down work into the process steps; develops schedules and task/people assignments; anticipates and adjusts for problems and roadblocks; measures performance against goals; evaluates results.
- Time Management - Uses his/her time effectively and efficiently; values time; concentrates his/her efforts on the more important priorities; gets more done in less time than others; can attend to a broader range of activities.
- Informing - Provides the information people need to know to do their jobs and to feel good about being a member of the team, unit, and/or the organization; provides individuals information so that they can make accurate decisions; is timely with information.
- Written Communications - Is able to write clearly and succinctly in a variety of communication settings and styles; can get messages across that have the desired effect.
- Interpersonal Savvy - Relates well to all kinds of people-up, down, and sideways, inside and outside the organization; builds appropriate rapport; builds constructive and effective relationships; uses diplomacy and tact; can defuse even high-tension situations comfortably.
- Customer Focus - Is