Account Service Manager

Des Moines, IA

Posted: 6/27/2019
Team Number:
Summary Information: Category: Operations - Location: Des Moines IA
Account Services Manager
 
This position is responsible to ensure the service expectations for the assigned account(s) are defined, measured and met by the operations teams. This position develops and maintains customer relationships, is a trusted customer advisor impacting their business decisions and is the liaison and customer advocate within Ruan.
 
Responsibilities:
  • 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.
  • Improve customer service quality results by evaluating and re-designing processes, establishing and communicating service metrics, monitoring and analyzing results, implementing change.
  • Develop and maintain effective business relationships with all key customer stakeholders.
  • Continually investigate, introduce and support continuous improvement efforts.  Ensure effective and efficient workflow and communications processes are in place.
  • Manage and support a variety of projects and initiatives that impact customer and operation performance.  
  • Perform other job-related duties and special projects as required.
 
Requirements:
  • Bachelor’s Degree in Business, Logistics, Transportation, Manufacturing, Engineering or equivalent work experience.
  • 3-5 years of recent management in manufacturing or multi-stop transportation with experience in direct process improvement. 
  • Demonstrated team building, problem solving and decision-making skills. 
  • Proven innovation and decision-making. Must have excellent problem solving, written and verbal communication skills. 
  • Strong skill base and comfort with technology including Microsoft Office, specifically Excel.
 

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