Agent Solutions Manager

PURPOSE

The Agent Solutions Manager for GlobalTranz is responsible for managing and nurturing relationships with our agent partners. This role emphasizes proactive issue resolution and close collaboration with internal teams to ensure that agents receive exceptional service and support, ultimately enabling continued agency growth and driving agent success and satisfaction.

ESSENTIAL DUTIES & RESPONSIBILITIES

o Build and maintain strong, long-term relationships with GlobalTranz agents.

o Act as the primary point of contact for agents, addressing their needs, concerns, and inquiries promptly.

o Conduct check-ins with agents to assess their satisfaction.

o Proactively identify potential issues and work with agents to prevent or resolve them.

o Address escalated problems promptly, coordinating with relevant teams to ensure timely and effective resolution.

o Document and track issues, resolutions, and outcomes for continuous improvement and future reference.

o Liaise with internal departments such as operations, finance, IT, and customer service to facilitate smooth operations and resolve agent issues.

o Ensure clear communication and coordination between agents and internal teams to address operational challenges and optimize processes.

o Provide ongoing support to agents, including training on GlobalTranz systems, processes, and best practices.

o Facilitate communication between agents and various internal departments to ensure agents have the necessary resources and information.

o Stay updated on industry trends, market conditions, and GlobalTranz offerings to provide relevant guidance.

o Maintain accurate records of agent interactions.

REQUIRED KNOWLEDGE/SKILLS/ABILITIES

o Proven experience in account management, sales, or customer service, preferably in the logistics or transportation industry.

o Excellent communication, negotiation, and interpersonal skills.

o Proficiency in using CRM software and other relevant technology platforms.

o Strong problem-solving skills and a proactive approach to issue resolution.

o Demonstrated ability to work collaboratively with cross-functional teams.

QUALIFICATIONS/EDUCATION

o Experience working with independent agents or brokers in the logistics industry.

o Familiarity with GlobalTranz systems and technology solutions.

o Advanced knowledge of industry regulations and compliance standards.

PHYSICAL DEMANDS & WORK ENVIRONMENT

Work Environment: Job is typically performed in a general office environment, with occasional travel to meet with agents. Working remote may be an option depending on the agent’s location.

Work Environment: Job is typically performed in a general office environment or remote.

Physical Requirements

NP Not Present

O Occasional (Up to 25% of time)

F Frequent (26%-74% of time)

C Constant (75% or more of time)