Owns strategic customer relationships for managed logistics accounts, serving as the primary point of accountability. Responsibilities include conducting business reviews, managing account strategy and retention risk, monitoring transportation and financial metrics, overseeing projects and ROI reporting, resolving service and billing issues with Operations, and coordinating internal teams to maintain customer satisfaction and account performance.
Job Summary
The LPD serves as the voice of the Managed Logistics customer within BlueGrace, understanding why the customer does business with BG, where they see value, and how they measure our performance. This is an account ownership role, not a people management role. The LPD owns the account and drives its strategic direction, working collaboratively with Operations to ensure service delivery meets customer expectations.
Duties and Responsibilities:
- Serve as the primary point of accountability for the customer relationship, with weekly-minimum communication to maintain a true pulse of the account
- Own and deliver Quarterly Business Reviews, account strategy, and long-term relationship health
- Monitor performance and financial metrics using available technology to ensure BG is meeting customer expectations and internal KPIs.
- Identify logistics trends and risks; proactively surface and manage retention/churn risk in partnership with the Managed Logistics team
- Oversee account-specific projects and calculate/communicate ROI and value delivered
- Partner with Operations to ensure systemic service, billing, or delivery issues are resolved to the customer's satisfaction
- Escalate critical client issues to leadership and drive follow-up to resolution
- Coordinate across internal BlueGrace departments to keep the client's account functioning efficiently
- Other duties as assigned
Qualifications:
- Bachelor's degree in supply chain field or equivalent combination of education and experience.
- 7-10 or more years of experience in operational transportation solutions, with proven history of continuous improvement consulting, expanding account scope and revenue, and freight/transportation purchasing.
- Experience working with big box retail company’s a plus
- Sales experience a plus
- Ability to speak effectively before groups of customers or employees of organization.
- Ability to analyze all aspects of transportation data to report out clear and meaningful metrics.
- Ability to problem solve and come up with creative solutions to meet customer needs
- Experience working in TMS systems required
- Experience working with Microsoft Suite required
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