Summary The Key Account Representative is responsible for servicing the customer/shipper base of ATS Logistics Services, Inc. by providing outstanding customer service. This person will contact new and existing customers to secure shipments for current and future shipments; evaluate and maintain a shipper base in the data system on an ongoing basis; and maintain updated information on all available shipments. This person must understand the ATS value proposition and be able to articulate to others. Creating long term customer retention and loyalty are primary responsibilities of this position. Education and Experience - Higher education (two- or four-year degree) preferred but not required. - One or more year(s) experience B2B customer service preferred. - A firm understanding of marketing, sales, and customer service principles. - Self-starter with a strong entrepreneurial spirit. - Strong computer skills, including Microsoft Office (Word, Excel, and Outlook) and the internet (social media, internet database and research tools). - Strong sales and negotiation skills. - Strong analytical and problem-solving skills. - Excellent time management and organizational skills. - Strong customer service skills. - Strong interpersonal skills. - Hard-worker with a drive for results who can persevere in the face of resistance or setbacks. - Strong work ethic and sense of integrity; trustworthy. - Creative in brainstorming and proposing new ideas and solutions to existing problems. - Excellent communication skills (verbal, written, listening). - Willing and able to travel infrequently, including overnight travel. Essential Duties and Responsibilities - Effectively respond to incoming inquiries from customers, utilizing extensive knowledge of ATS’s transportation and logistics services. - Manage day-to-day needs of customers, with emphasis on order entry and tracking. - Use service-centric processes to build long-term relationships with customers. - Manage and grow existing business, while identifying and closing new business utilizing direct mail, networking, and effective telephone sales techniques. - Negotiate and quote rates with customers, entering and recording all terms and conditions of shipment agreements on a daily basis. - Interface with national sales representative and Logistics operations team to manage the account and provide outstanding service after the sale. - Proactively communicate with national sales representatives the status of each account and any issues that may impact the overall customer relationship with ATS. - Speak clearly and persuasively in positive or negative situations; listen and get clarification; respond effectively to questions; write clearly and informatively; able to read and interpret written information. - Balance team and individual responsibilities; give and welcome feedback; contribute to building a positive team spirit. - Set and achieve challenging goals in support of department goals. - Position may require work responsibilities outside of normal business hours, and infrequent travel may be required. - In support of ATS’s culture, all employees are expected to consistently, effectively and reliably perform in accordance with the Company’s values as set forth in our core competencies and behaviors (All Employee Competencies). - Performs other duties and responsibilities as assigned. Physical Demands The physical demands described here are representative of those that must be met by an employee to successfully perform the essential function of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. This position performs work primarily in an office setting. - Constantly in a stationary position and occasionally will move around. - Constantly operates a keyboard and mouse and constantly utilizes a computer monitor(s). - Constantly conversing with internal and external customers in person or via phone system.
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