Strategic Account Manager at Edge Logistics – Chicago, Illinois

Strategic Account Manager

Location: Chicago, IL ||Phoenix, AZ

About Edge Logistics

Edge Logistics is a performance-driven freight brokerage and logistics company focused on exceptional customer experience, reliable carrier partnerships, and operational excellence. We combine disciplined processes with modern technology to deliver consistent results.

The Strategic Account Manager (AM) serves as the bridge between our Sales & Operational strategies. As a Strategic AM, you will have a primary role in retaining & growing our small & mid-market partnerships by building relationships, developing growth strategies & leading operational excellence. You will be strategically aligned with our Customer Success team members across an account portfolio, while overseeing service & customer service execution from our Operations & Carrier Sales teams.

Key Responsibilities

• Leverage company resources to establish and cultivate vital customer relationships with client’s logistics planning department and influencers.
• Identify potential problems and propose innovative solutions and services by assessing dynamic market conditions and evolving customer requirements.
• Identify, coach, and delegate potential service, customer service and/or profitability pitfalls to your Operations support team. Engage in limited execution as needed to maintain/build customer satisfaction.
• Regularly review and discuss potential efficiency gains with Operations team to assist in email communication speed & accuracy, load building, appointment scheduling tasks & load coverage.
• Partner closely with key Carrier Sales team members to develop long term growth opportunities, with success determined by revenue & margin generation, service & customer satisfaction.
• Build understanding of client’s network through discovery, service metrics analysis, problem-solving, solution offerings and consistent communication.
• Collaborate and develop account growth strategy alongside Sales Executives, including but not limited to, large-scale RFP strategy & execution, transactional strategy, and dedicated award strategies
• Visit customers to foster stronger relationships (25% travel)

Requirements

Required Qualifications

• Bachelor’s or Associate's degree preferred
• In lieu of degree, a combination of education and 3+ years of experience in a customer facing role within the transportation & logistics industry will be considered
• Minimum of 3+ years’ experience in customer sales/development, operations, or account management
• Proficiency in the Microsoft Office platform
• Highly skilled in organization and time management
• Strong technical skills and TMS familiarity
• Strong attention to detail and goal-oriented
• Exceptional customer service skills and relationship management
• Strategic & inventive approach to problem-solving potential issues
• Promote and thrive in a team-based environment
• Exhibit exceptional communication abilities, both in written and oral form
• Availability after-hours for urgent customer issues and needs

Preferred

• Proficiency with McLeod Powerbroker
• Experience building strategy and executing RFP's
• Experience spot quoting & managing truck acceptance
• Proven experience interacting with senior stakeholders, including C-suite

Tools & Systems

• TMS (Mcleod PowerBroker), Proprietary systems
• Microsoft/Excel
• Outlook, Front, Microsoft Teams
• OneDrive, Sharepoint, OneNote

Collaboration & Reporting

• Reports directly to the Chief Operating Officer
• Works closely with:
  • Carrier Sales (U.S. & Colombia)
  • Operations Leads & Specialists
  • Carrier Risk Associates & Specialists
  • Track & Trace teams
  • External customers, shippers, consignees, & vendors

Performance Expectations

• Build and maintain external customer & internal stakeholder relationships to foster portfolio growth
• Execute transactional spot quote strategies & execute small to large scale RFP's with all stakeholders
• Manage capacity coverage of all committed shipment
• Strong, professional communication with internal and external stakeholders.
• Manage customer scorecard KPI's and execute CAPA initiatives
• Engage in face-to-face customer visits
• Adapt to evolving processes, tools, and organizational needs.

Edge is an equal opportunity employer and considers applicants for all positions without regard to race, color, creed, religion, sex, age, national origin, marital status, disability, or sexual orientation. All applicants will be considered solely on the basis of their qualifications.

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