Key Client Specialist

To provide client services and sales support for identified accounts within ICAT. This can include, but is not limited to, government sector accounts, high revenue, or high-volume accounts as well as targets. 

Essential Duties and Responsibilities: 

Sales & Client Support

• Oversee inbound client inquiries for quoting/booking. Tracking of acknowledgement and response quality to key client Exception handling and internal escalations as needed
• Responding to customer inquiries in a timely manner that differentiates us from competitors 
• Tracking key client Engagement with Experience team in support of on-going CX efforts
• Identifying resource efficiencies (i.e., client email groups/distribution groups and compiling relevant marketing assets for BD efforts) 
• Track key account news (i.e., alerts) to identify engagement and/or growth opportunities
• Working across departments to generate metrics and reports for key accounts as needed

Pricing & Operations Support

• Assist in preparing RFPs or RFQs.
• Follow up on quotes for key clients; gain feedback on where we may have fell short in booking
• Conduct project-based tasks such as research, data assembly, and interdepartmental collaboration
• Support the development of SOPs for key clients
• Recommend and implement process or marketing improvements to drive profitability and efficiency

• High school diploma required; college degree preferred
• Minimum of 3 years' experience in transportation and/or freight forwarding operations
• Working knowledge of freight quoting, pricing, and tracking is a plus
• Desire and drive to learn and grow
• Highly motivated team player with an outgoing and positive work attitude
• Extremely well organized, able to plan and effectively set priorities for implementation; able to be flexible as priorities shift in an entrepreneurial environment
• Ability to relate to and successfully interact across a variety of settings and work well with a broad and diverse workforce throughout the organization
• Outstanding communication skills - Excellent verbal and written with an emphasis on listening
• Ability to prioritize and work independently with minimal supervision
• Ability to gain credibility with potential customers, employees, and business partners
• Able to travel, as needed
• Highly Customer Centric focused
• Able to handle multiple tasks simultaneously and deal with a fast-paced hands-on entrepreneurial environment
• Functional skills with Microsoft Office products
• Familiarity with the following systems a plus: DAT, Emerge, Sylectus/Full Circle
• Exemplify ICAT’s Core Values, i.e., Integrity, Loyalty, Passion, Commitment and Respect
• Being familiar with the following services is a plus: FTL, Flatbed, RGN, Expedite, Air Freight Charter and Domestic and International Air Freight

Personal Characteristics: 

• Strong work ethic with persistence in pursuit of objectives
• Understanding and responsive to situations that require a sense of urgency and could mean working after hours to ensure clients are well taken care of daily
• Consistent in follow-up and follow-through
• Credible with a high level of personal integrity
• Loyal and dedicated to the success of colleagues and team members
• Optimistic toward all activities, able to transmit this optimism to others
• Adaptive to ICAT’s core values and able to seamlessly assimilate into ICAT’s culture