USPack is a leading logistics provider custom built for the evolving needs of businesses in today’s same-day delivery world. At USPack our focus every day is to help brands and businesses win in the delivery economy. That’s why we keep our finger on the pulse of the latest trends and developments that impact our business and our customers’ businesses. That’s how we stay ahead. That’s how we help our customers win.
At USPack, we know our people set us apart. And that’s why we do everything we can to invest in them and help them grow every day.We don’t put people in jobs, we work with them to develop long-term career paths that are rewarding, challenging, and fulfilling. We’ve built an inclusive culture where everyone has a voice and a sense of belonging. We value input, we demand collaboration, and we recognize performance. We work together, we play together, and we succeed together! Get on the path to a successful career that delivers more!
USPack’s Benefits for Full Time positions include:
• 401(K)
• Health Insurance
• Disability/Life Insurance
• Paid Time Off (PTO)
• Paid Holidays
USPack’s Benefits for Part Time positions include:
• 401(K)
• Paid Sick Time
The Account Management Director provides customer service and professional account management to multiple customer contacts. Maintains outstanding customer satisfaction for all customers serviced, individually and with the support of all relevant functional areas, ensure job and plan completion and meet or exceed financial goals. Develop long-term relationships with a portfolio of assigned customers, representing the entire range of the company’s services to these customers. Also leverage these relationships to increase customer loyalty and improve customer retention. The Account Management Director must be able to act as the liaison between customers and various functional internal departments, including Executive Sponsors, to ensure customer satisfaction.
To perform this job successfully, an individual must be able to perform the following duties satisfactorily; other duties may be assigned. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Individual tasks shall include but not be limited to the following:
Essential Duties and Responsibilities:Establish productive, professional relationships with key personnel in assigned customer accounts.Develop a trusted advisor relationship with key customer stakeholders and Executive Sponsors.Ensure the timely and successful delivery of our existing and new solutions according to customer needs and objectives.Clearly communicate the progress of monthly/quarterly initiatives to internal and external stakeholders. Play an active role in developing & maintaining customer relationships through clear and concise verbal and written communications.Act as the liaison between the customer, sales, operations, and other internal groups and function as the ultimate customer advocate.Attend and actively participate in meetings to facilitate a shared understanding of priorities and foster teamwork between the customer, sales, and operations.Effectively work with the customer on quality and customer satisfaction issues by demonstrating professionalism, responsiveness and outstanding written and verbal communications.Manage customer expectations against timelines and make appropriate recommendations by clearly articulating our service abilities and pricing.Ensure internal project timelines are met and, if there are any delays, communicate to the customer and field personnel proactively.Identify opportunities within the customer base for short and long-term revenue growth and collaborate with sales towards revenue improvement.Develop presentations/proposals to communicate new business opportunities.Provide quarterly account reviews to management.Assist customer in evaluating plan goals and provide recommendations regarding execution methodology and plan scope.Design and implement processes that facilitate the flow of information between customers and the business.Analyze customer’s problems and/or challenges and develop tactical and sometimes strategic solutions.Analyze data, metrics, KPI’s and ratios to identify opportunities for continuous improvements in customer facing operations.Interact with USPack Management to review findings from analytics and discuss opportunities for improvements that will result in improved customer satisfaction.Communicate weekly and/or monthly with key customers and meet quarterly or as directed.Assist in the setup and finalization of the SOW process, as needed.Assist in the onboarding of new business and participate in the hand-off process from sales to account management, as needed. Initiate and manage the contract renewal process.Initiate cost improvement initiatives including optimizations that benefit the customers.Analyze account profitability (Gross Margin) and initiate internal and/or external actions to improve GM.Facilitate and project lead complex projects that reach all functions of the organization.Identify opportunities to increase the share of wallet and collaborate with the sales organization towards improved share of wallet.Provide operational and service reporting and trend analyses to customers as required.Create, maintain and drive a high sense of urgency of the entire organization to address problems “immediately” and engage the Executive Leadership.Identify which existing and new USPack service features will benefit the customers and evaluate these opportunities with extra focus on all USPack IT based capabilities and solutions.Competencies: Achievement Focus - Demonstrates persistence and overcomes obstacles. Measures self against standard of excellence. Recognizes and acts on opportunities. Sets and achieves challenging goals. Takes calculated risks to accomplish goals.Managing Customer Satisfaction - Develops new approaches to meeting customer needs. Establishes customer service standards. Monitors customer satisfaction. Promotes customer focus. Provides training in customer service delivery.Analytical skills – Analyzes internal data, customer related data and reads and analyzes market trends and transfers these into action plan. Uses data-based information to initiate and/or submits recommendations to achieve improved and sustainable, high levels of customer satisfaction.Communications - Exhibits good listening and comprehension. Expresses ideas and thoughts in written form. Expresses ideas and thoughts verbally. Keeps others adequately informed. Selects and uses appropriate communication methods.Teamwork - Balances team and individual responsibilities. Contributes to building a positive team spirit. Exhibits objectivity and openness to others' views. Gives and welcomes feedback. Puts success of team above own interests.Sales Skills - Achieves sales goals, initiates new contacts, maintains customer satisfaction. Maintains records and promptly submits information.Change Management – Always challenges the status quo within USPack in order to develop and maintain a competitive edge in the market place. Exhibits good judgement as to how and when to escalate and challenge the status quo with clients.Business Acumen - Aligns work with strategic goals. Conducts cost-benefit analyses. Demonstrates knowledge of market and competition. Displays orientation to profitability. Understands business implications of decisions.Business Ethics - Inspires the trust of others. Keeps commitments. Treats people with respect. Upholds organizational values. Works with integrity and ethically.Strategic Thinking - Adapts strategy to changing conditions. Analyzes market and competition. Develops strategies to achieve organizational goals. Identifies external threats and opportunities. Understands organization's strengths & weaknesses.Driving Change – Builds commitment and overcomes resistance; communicates change effectively; Develops workable implementation plans; monitors transition and evaluates results; prepares and supports those affected by change. Able to implement the change and provide reinforcement to sustain the change.Project Management Skills - Ability to set up project management plans and finish customer facing projects on a timely basis through collaboration with some or all internal functions. Proven experience in getting things done and/or projects finalized on time through people who do not report to him/her.Change Management Skills - Verbal communication capability as well as obtain buy-in from all internal employees required to resolve issues and finalize projects to sustainably improve customer satisfaction.Knowledge, Skills, and Abilities:Read, analyze and interpret scientific and technical journals, financial reports and legal documents. Respond to inquiries or complaints from customers, agencies or members of the business community. Write speeches and articles for publication.Solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Interpret a variety of instructions furnished in written, oral, diagram, or schedule form.Ability to lift up to 50 lbs.This position requires 40% to 60% of travel predominantly by plane and sometimes by car including overnight stays.Education, Experience, Certificates, and Licenses:Bachelor’s degree (4 years) in Business Administration, MBA preferred and/or 5 years’ experience with proven success in a similar position preferably in the logistics space.Proficient in Word, Excel, Power Points skills, SalesForce.com software applications.Six Sigma Green Belt Certification preferred.Shift Days: Monday-Friday
Shift Hours: 8:00AM-5:00PM or 9:00AM-6:00PM depending on time zone (Available to work extra hours, weekends, and holidays preferred.)
Salary Range: 95k-115k
Remote with Travel required: 40-60%
At USPack, our values are at the heart of everything we do, every day. They’re living breathing reminders of who we are, what we do and how we should treat those around us. They guide our actions, our interactions, and our decisions. They are what drive us.
We are:
Driven by integrity – We're driven by honesty, transparency, and trust. We know that actions speak louder than words. We hold ourselves to higher ethical standards that help build credibility and follow through on commitments. We believe that integrity isn't just a value, it's the compass that steers us toward success.
Driven by a passion for service – We’re driven by doing more, by empowering others to succeed. We’re proactive problem solvers. We live for a challenge and we love to help. We go above and beyond. For us, service is more than a mindset, it’s a way of life. It’s our passion.
Driven by collaboration – We’re driven by common goals, common understanding and uncommon communication. We start on the same page and work side-by-side, building momentum and measurable progress at every step along a shared path to success.
Driven by accountability – We’re driven by a fierce sense of responsibility. We know the buck stops with us and we take that seriously. We hold ourselves accountable to our clients, to our environment and to each other. We don’t just say it, we show it. We make it happen and we measure it.
Driven by innovation – We’re driven by what’s now and what’s next. For us it’s about never settling for the status quo. It’s about staying one step ahead and embracing change. It’s about pushing forward through shared ideas, new approaches, and new solutions to achieve things never thought possible.
If you'd like to join the USPack Services Team, fill out our online application, or reach out to our Recruiting Team for current job opportunities at: recruiting@gouspack.com 
