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Position Summary
The Strategic Dedicated Account Associate serves as a business partner to Dedicated Account leadership by supporting customer operations, compliance initiatives, performance reporting, and operational improvement efforts. This role analyzes operational and customer data, coordinates cross-functional communication, supports account performance initiatives, and helps ensure customer expectations and business objectives are consistently achieved
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Role and Responsibilities
- Analyze operational, compliance, service, and customer performance metrics to identify trends, risks, and opportunities for improvement
- Monitor and maintain performance visibility related to service levels, fuel and idle performance, safety metrics, leave tracking, breakdowns, compliance activities, and operational scorecards
- Develop, maintain, and distribute reports, dashboards, trackers, and business summaries that support leadership decision-making
- Partner with Dedicated Account leadership to support customer initiatives, operational changes, service improvements, and continuous improvement efforts
- Assist with customer service activities, including service issue resolution, appointment scheduling, customer scorecard reviews, trailer pool management, and communication with customers and drivers
- Monitor compliance records and operational trackers to identify exceptions, ensure accountability, and coordinate follow-up with distribution centers, terminals, and leadership teams
- Support claims management and risk mitigation efforts through research, documentation gathering, issue escalation, and communication with internal stakeholders
- Assist with training, communication, and process improvement initiatives that enhance operational performance, compliance, and customer service
- Coordinate with Operations, Sales, Safety, Risk Management, and other departments to support account objectives and resolve operational challenges
- Exercise independent judgement when prioritizing issues, evaluating data, recommending solutions, and supporting business decisions
- Handle confidential information with professionalism and discretion
- Maintain regular attendance, manage multiple priorities, travel as needed, and perform other duties or special projects as assigned
Qualifications
Preferred Skills
- Strong analytical, problem-solving, and decision-making skills
- Ability to interpret operational data and develop actionable recommendations
- Excellent verbal, written, and interpersonal communication skills
- Strong organizational skills with the ability to manage multiple priorities and deadlines
- Ability to work independently and collaborate effectively across departments
- Proficient with Microsoft Office applications, including Excel and reporting tools
Qualifications and Education Requirements
Bachelor's Degree; or three to four years of related experience and/or training; or equivalent combination of education and experience
Physical Requirements
- Prolonged Periods sitting at a desk and working on a computer
- Must be able to lift up to 10 lbs. at times
Certificates, Licenses, Registrations
Valid Driver's License
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