Essential Job Functions
Tactical retention responsibilities for assigned accounts include:
- Lead and manage the implementation of any new services in collaboration with the appropriate operational stay at all origins/destinations
- Coordinate, distribute, and maintain Standard Operational Procedures (SOPs) in collaboration with Sales, Operations, and Finance
- Penetrate organizational structure and develop relationship beyond main points of contact
- Ensure each Crane Worldwide office servicing the account understands the SOPs and executes accordingly
- Maintain rates and assess yields monthly
- Monitor account for timely payments and assist with collections on past due invoices
- Set up internal reports to monitor our performance in meeting critical milestones
- Immediately communicate any issues or exceptions to Operations
- Enter all meeting notes, action items, complaints, compliments into our CRM and distribute to appropriate people in global network
- Assign a corrective action to every issue/complaint and follow-up on effectiveness of corrective action to ensure client satisfaction with the resolution
- Manage and lead business reviews; establish a quarterly review cycle, at a minimum
- Engage Sales and Operations to participate in client meetings, presentations, and business reviews
- When necessary, travel within region to visit accounts/account sites and Crane Worldwide offices to review procedures and maintain customer information/satisfaction
- Update status of progress on business opportunities
- Continuously focus on penetrating other areas of the business for additional support and to uncover additional business opportunities
- Ensure all company policies and regulatory requirements are adhered to Strategic Responsibilities
- Understand accounts’ business strategy, objectives, and risks/constraints; continually focus efforts on providing solutions to achieving objectives and mitigating risks/constraints
- Continuously pursue and implement more efficiency and cost reduction measures
- Provide accounts with market updates (trade agreements, strikes, new capacity being introduced, etc.) and educational support
- Identify growth opportunities and develop a strategy to secure opportunities with the appropriate internal resources
- Create a business development plan with short- and long-term business objectives, initiatives, and quantified value-added contributions
Other skills/abilities
- Excellent organizational skills
- Strong English written and verbal communication skills required
- Ability to communicate effectively with overseas customers and internal
- Strong computer skills including Microsoft Office suite
- Detail oriented, able to multitask and meet deadlines
- Self-motivated, able to work in a team and independently
- Strong customer service, problem-solving, and interpersonal skills
- Internal/external sales skills
- Troubleshooting and problem resolution skills
- Leads by example
- Sense of urgency
- Creative
- Responds easily to changing demands
Education and experience
- Minimum two years’ experience in the industry, or a related service industry
- Minimum one-year operational experience in the service(s) the account utilizes
- Good analytical and program management skills; ability to define, develop and document business processes and procedures
Certifications and Licenses
- Professional certification may be required in some areas
