Experience:
3-5 years of experience
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Employment Type:
Full time
Posted:
5/5/2017
Job Category:
Customer Service
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Manager Customer Account
XPO Logistics | Dublin, Ohio
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Job Description

XPO provides cutting-edge supply chain solutions to the world's most successful companies, including Boeing, Home Depot, Ikea, L'Oréal and many others. We're growing worldwide. And we're constantly looking for talented individuals at all levels who can deliver the caliber of service our customers require. If you're ready to give us your best, let's talk. We'd like to invest in you. (NYSE: XPO)

GENERAL DESCRIPTION:  Responsible for the oversight of assigned customer account base as well as to understand the Customer Requirements and the Customer Expectations that XPO and the customer have agreed to and are documented in the Commercial agreement. This individual is the liaison between customers and cross-functional internal teams to ensure the timely and successful deliverer of our solutions to our customer’s needs.

 

THE HOURS FOR THIS ROLE WILL BE 11AM-8PM MONDAY-FRIDAY OR TUESDAY-SATURDAY

 

ESSENTIAL DUTIES AND RESPONSIBILITIES 

  • Serves as the primary point of contact for Sales and Customer for escalation and assistance in resolving ongoing account specifics. 
    • Communicates with Customers, Sales and the appropriate chain partners regarding recurring account issues, opportunities and corrective action plans for improving service.
    • Helps to facilitate new and current customer opportunities and expectations.
    • Assists in gathering the operational requirements when bringing on new customers. Communicates with the CSR’s about the account specifics.
    • Ensure that changes in operating requirements are communicated to the appropriate internal parties. Determine if these changes will have an impact on other departments.
    • Assign initial Outlook number for new accounts. Monitor and identify all accounts where volume is less than 90% of Outlook.
  • Works with the key stakeholders (customers, shippers and consignees) to integrate business process to create an effective and efficient set of organizational dependencies on electronic data interchange. 
    • Coordinates the request and setup of EDI transactions to be exchanged between customer and XPO
    • Defines criteria and conditions for exchanging transactions
    • Performs operational testing in conjunction with IT and grants approval to move in production based on requirements
    • Monitors compliance to EDI through metrics, dashboard holds and customer scorecards. Researches and identifies the root cause of non-compliance and escalates, when appropriate
  • Support and participate in the Service Management Process to drive on-time performance, manage customer expectations and improve customer satisfaction. 
    • Perform root cause analysis and identify area for improvement
    • Perform account reviews. Review on time performance, analyze actual vs. quoted, accessorial costs and volume reports
  • Manage and analyze accessorial expenses for assigned accounts 
  • Make on-site visits to customer and presents and represents XPO in a professional manner

 

EDUCATION/EXPERIENCE:

  • Minimum Required Education: High School Diploma or equivalent
  • Minimum Required Experience: 3-5 years of experience in Customer Service or Operations
  • Desirable Education/Experience: Bachelor’s degree in transportation or logistics and 5+ years experience in operations or customer service.

 

Travel is required. 

 

We are proud to be an Equal Opportunity/Affirmative Action employer. Qualified applicants will receive consideration for employment without regard to race, sex, disability, veteran, or other protected status.

About XPO Logistics

XPO Logistics is a top ten global provider of transportation and logistics solutions. We provide services for truck brokerage and transportation, less-than-truckload, intermodal, highly-engineered supply chain solutions, contract logistics, last mile, expedite, global forwarding and managed transportation. XPO serves more than 50,000 customers with a highly integrated network of 1,469 locations in 32 countries. The bedrock of our company is our people: more than 84,000 employees operating as one cohesive organization with a single-minded focus on customer service. Many of the customers we serve are in the manufacturing, retail, e-commerce, industrial, technology, aerospace, chemical, life sciences and government sectors. You'll find that we're passionate about helping our customers operate their supply chains more effectively. Equally important are our qualitative resources: our zero-failure mentality, our deep experience in every service we offer, and our ability to provide integrated, end-to-end supply chain solutions to large accounts.

This company profile was created by AfterCollege and is about XPO Logistics. This page is not endorsed by or affiliated with XPO Logistics. For questions regarding company profiles, please email: care@aftercollege.com.