Account Support Manager

Milwaukee, WI

Posted: 11/8/2020
Team Number:
Summary Information: Category: Operations - Location: Milwaukee WI
Account Support Manager 
This position is responsible to ensure the service expectations for the assigned account(s) are defined, measured, met and work with the operations teams supporting the account to identify necessary changes to assure compliance with operational best practices. This position prepares and analyses reports providing reliable conclusions that management can use to implement more effective operational strategies and monitors financial results in relation to budgeting and forecasting expectations

  • Support operations objectives by contributing information and recommendations, preparing action plans, implementing production, productivity, quality and service standards, resolving problems, completing audits, identifying trends, determining system improvements, implementing change
  • Monitor and analyze key performance indicators as measured against customer and company goals. Review ongoing performance results and recommend appropriate corrective action; escalate as appropriate. Recommend and implement process and service improvements by interfacing with operations staff, customer and support departments.
  • Develop and maintain effective business relationships with all key customer stakeholders. Improve customer service quality results by evaluating and re-designing processes, establishing and communicating service metrics, monitoring and analyzing results.   
  • Along with operations leadership, partner with IT and OSS to facilitate transportation system enhancements and user-acceptance testing while providing primary support for business unit IT and operating system issues.  
  • Consolidate and analyze financial data while comparing results to the company’s goals, budgets and forecasts. Support the P&L and budgeting processes.  
  • Continually investigate, introduce and support continuous improvement efforts.  Ensure effective and efficient workflow and communications processes are in place.

  • Bachelor’s Degree in Business, Transportation, Logistics, Business or equivalent work experience. 
  • Requires a minimum of 3 years of continuous employment with Ruan demonstrating strong people and process management skills.  Or minimum of 5 years’ experience in Transportation and at least 3 years supervisory experience. 
  • Candidates must have strong leadership skills and staff development experience.
  • Direct experience in process improvement using Lean or Six Sigma methods strongly desired. 
  • Strong skill base and comfort with technology including Microsoft Office, specifically Excel, and routing or dispatching systems. 
  • Candidates must have strong critical thinking, decision making and interpersonal and relationship management skills.
  • Candidates must have the ability to set priorities and accomplish duties of position, complete projects and meet deadlines with minimal supervision and direction.
  • 20% Travel is an expectation of this position / based on business needs.

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