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Account Manager

4 months ago

Port Melbourne, Australia C.H. Robinson Full time

As one of the largest global third-party logistics (3PL) providers, C.H. Robinson helps organisations around the world get the products they need, where and when they need them. We are the Oceania Region of C.H. Robinson’s Global Forwarding Division, with offices in Australia and New Zealand. We bring together our team of experts to solve logistic challenges in our core services of Sea Freight, Air Freight, Domestic Freight and Customs Brokerage.

Our culture is driven by our people, process and technology. We promote an atmosphere rich in customer focused execution and entrepreneurial spirit.

The **Account Manager** **is accountable to drive growth and maximize retention for a defined customer portfolio. The Account Manager creates demand, identifies new wallet share opportunities, and sells creative solutions aligned to their customer’s needs. As the primary commercial point of contact for our customers, the Account Manager is additionally responsible for customer advocacy, driving continuous improvement, and delivering on our customer commitments. The Account Manager collaborates closely with cross functional teams to ensure an optimal customer experience.

**DUTIES AND RESPONSIBILITIES**

The duties and responsibilities of this position consist of, but are not limited to, the following:
**Business Development**:

- Builds credible and personalized relationships at multiple levels across functional departments within the customer supply chain
- Leverages network SME’s to collaborate on the solution and pipeline development of product, mode, or service line opportunities
- Expands market share by driving an active opportunity pipeline and qualification process in CRM
- Conducts regular business reviews to uncover new opportunities for growth, increase sales, and retain and grow the business
- Stays informed of changes within the customers’ business, industry, and sector; applies that knowledge to identify new opportunities
- Analyzes and shares customer specific data insights, process requirements, and expectations with internal resources in order to collaboratively create viable supply chain solutions for customers
- Uses effective negotiation and sales strategies in discussing pricing and selling solutions with the customer
- Owns successful account strategy including RFP, proposal, and award management through a clear understanding of customer buying habits and CHRs position within the customer’s supply chain
- Proactively manages customer pricing strategy by leveraging internal tech, tools, and SMEs
- Consistently pursues personal development opportunities to expand understanding of Robinson’s modes, services, and technology

**Customer Experience**:

- Partners with operations and capacity/product/supply teams to ensure optimal execution in support of customer
- Manages conflict and navigates difficult conversations with the customer, using tact and diplomacy
- Targets and manages road map toward continuous improvement for their customers, in alignment to stakeholder priorities
- Acts as an advocate for customers, internally conveying customer-specific needs across the organization to ensure proper alignment and prioritization of resources
- Manages to customer performance expectations by ensuring quality execution against collaborating with internal partners to identify and resolve issues in a timely manner

**Financial Accountability & Process Efficiency**:

- Proactive review of financial results, volume, and service performance reports and reacts appropriately to create efficiencies
- Regularly reviews AR dashboard and ensures timely action is taken with customers
- Partners with sales team to onboard customer accounts, looks for ways to leverage automation, define expectations and timelines, and set plans for execution
- Understands negotiated payment terms and ensures AR processes are adhered to
- Other duties or responsibilities as assigned according to the team and/or country specific requirements

**About You**
- At least 5 years industry experience or a relevant bachelor degree with at least 2 years relevant industry experience.
- An understanding of supply chain terminology, concepts, and sector/segment expertise
- A strong customer focus
- Great communication skills and presentation skills
- Excellent problem-solving skills
- Attention to detail

**Benefits**

At C.H. Robinson Oceania, we are a proud Equal Opportunity employer offering flexible work to support a work/life balance along with offering a broad range of career development opportunities. We have an experienced and passionate team who work collaboratively to deliver smarter solutions for our clients. Employees have access to our well regarded, confidential Employee Assistance Program. Our Robinson Cares program allows our employees to give back to the community.

**Benefits**

At C.H. Robinson Oceania, we are a proud Equal Opportunity employer offering flexible work to support a work/life balance along with offerin