National Sales Division
National Account Manager
DEPARTMENT National Sales
REPORTS DIRECTLY TO National Corporate Sales Manager
NUMBER OF REPORTING RELATIONSHIPS 1
LOCATION Clayton, VIC
TRAVEL REQUIREMENTS Metropolitan and interstate travel is required on a frequent basis
EMPLOYMENT TYPE Full-Time
EMPLOYING ENTITY Capital Transport and Logistics Group Pty Ltd
AUTHORITY TO ACT
This position must act within written group policies, procedures and operations manuals. All decisions outside these parameters must be approved by your direct Manager.
NUMBER OF STAFF REPORTING DIRECTLY TO THIS POSITION 0
NUMBER OF STAFF REPORTING INDIRECTLY TO THIS POSITION 0
CRITICAL RELATIONSHIPS (INTERNAL)
- National Corporate Sales Manager
- Chief Operating Officer
- National Sales Manager
- State Managers
- National Operations Manager
- National Business Development Managers
- National Sales and Account Management Team
- National Support Analyst 0
- Contracts Managers
- Contracts Departments
- Fleet Departments
- Sub-Contractors
CRITICAL RELATIONSHIPS (EXTERNAL)
- Existing Contract Clients
- Potential Contract Clients
Position Summary
As the National Account Manager you will report directly to the Chief Operating Officer of Transport. The National Account Manager is responsible for ensuring that revenue and margin targets are achieved through building and maintaining meaningful relationships with national clients, and effectively managing the operational structure of each account through the relevant people in each state.
You are expected to play a central role in responding to tenders, requests for pricing and creating proposals for major prospective clients. You are also required to participate and add value to set performance review meetings with major clients, and communicate any changes or continuous improvement initiatives with the appropriate staff members.
It is imperative that the National Account Manager is well-informed with respect to the laws and legislations that govern our industry. It is also expected that you keep up to date with changes to these laws through research and being part of industry groups.
1. Key Responsibilities and Tasks
1.1 KEY PERFORMANCE INDICATORS
- Achieve the activity and result targets outlined in Appendix B of this position description
1.2 ACCOUNT MANAGEMENT
- Effectively account manage and retain the clients in your portfolio by:
- Managing customers and the services we provide in line with the obligations outlined in Service Level Agreements (SLA), or as expressly advised by the customer;
- Liaising with the Risk and Human Resources Department in relation to all client proposed modifications to our credit application terms and conditions and client contracts
- Visiting all contract clients on a regular basis to strengthen the relationship with the key decision makers within our clients businesses. The key decision maker within each contract client should be contacted a minimum of once per month, or as defined by the customer in an SLA. All meetings must be noted in your CRM calendar;
- Reviewing various reports to analyse the trading and spending patterns of customers to facilitate proactive account management and identify down trading;
- Consulting with all national contracts clients on a regular basis in relation to their delivery and service needs, and identifying ways in which Capital Transport can assist in achieving this;
- Ensuring all client expectations are met in terms of time and quality in the delivery of our services;
- Reviewing the pricing of existing and potential clients to ensure that accounts are profitable and meet minimum margin requirements. You must work with the local Contracts Managers to review existing client pricing on an as needed basis, applying uprates where possible, especially in the instances where periodic rate and/or surcharge increases have been included in a contractual agreement. You must also comply with any rise and fall formulas and rate (or surcharge) review dates that are stipulated in client SLAs;
- Attending face to face meetings with contract clients as required ensuring all notes are entered into the CRM against the respective client;
- Extracting and breaking down data to develop processes which further enhance your ability to make informed decisions on new and existing clients;
- Preparing, reviewing and analysing client KPI reporting, where required; and
- Providing reporting to clients on an as needed basis and implementing forward planning to resolve client issues
- Proactively and reactively manage the Capital Transport Group’s national Home Delivery Service (“HDS”) operational processes by:
- Obtaining and analysing client feedback and identifying any areas that require additional training and development; and
- Ensuring all sub-contractors performing HDS services have been adequately trained, including participating in safe work method statement (SWMS) creation and training.
- You must inform yourself of the goods and associated tasks involved in providing transport services to potential and existing customers. You are required to identify and control known risks, such as:
- Hazardous manual handling;
- Dangerous goods;
- The requirement for the use of specialised vehicles or equipment, and associated compliance requirements;
- Deliveries of commercial quantities to residential premises;
- Deliveries to high risk environments; and
- High risk tasks that require bespoke process design.
You must liaise with the National Work Health and Safety Manager to ensure the work can be performed in a manner that is safe and does not expose our sub-contractors (or people generally) to a situation or environment that poses a risk to their health and safety.
- Ensure that there is a toolbox meeting framework for customers in your portfolio, specifying the meeting content and frequency. You must review toolbox meeting minutes to ensure that meetings are being held, training is being facilitated, and that the meetings add value to the client, our sub-contractors and workplace health and safety generally.
- Monitor, assist and regularly meet with the local Contracts Managers to:
- Identify, attract, induct, train, manage and motivate staff and sub-contractors to deliver a high quality service to our contract clients and their customers;
- Discuss operational and Workplace Health and Safety concerns with respect to our sub-contractors and fleet requirements;
- Ensure the successful implementation of new contract clients which includes but is not limited to site inspections, safe work method statements, communication plans and setting account management meeting frequencies;
- Assist in the creation and facilitation of sub-contractor toolbox meetings, where required; and
- Identify new procedures or equipment that can be utilised by drivers to reduce the likelihood of injury to sub-contractors and/or damage to customer goods and premises
- Accurately measure and report on the Contracts Department each period as instructed by your Manager.
1.3 GENERAL RESPONSIBILITIES
- Effectively assist the Contracts Managers to:
- Facilitate training and development;
- Achieve operational efficiency and excellence; and
- Achieve profitability.
- Oversee the local strategies of each Contracts Department to ensure they are in line with the requirements of contract clients.
- Assist in the response to national tenders, developing bespoke operational strategy as required to meet client demands or industry standards. You must also ensure that pricing we submit as part of tender responses meets or exceeds minimum gross margin requirements, and that sub-contractors are fairly remunerated. You will also be required to participate in sales presentations on an as needed basis.
- You will be required to conduct client site inspections to ensure that the service we provide our customers is of a high standard, and that the client’s site does not pose a risk to the health and safety of our sub-contractors. In completing a client site inspection, you must use the prescribed inspection template, and insert information truthfully. Should you require retraining, or have a question in relation to a specific site or the inspection template generally, you must escalate this to the National Work Health and Safety Manager without delay.
- You are also required to provide guidance and resolve issues escalated by contracts staff or customers in relation to client site inspections.
- You must review site inspections completed for contracts accounts for accuracy and identification of any required corrective action.
- Ensure proper use of the CRM system at all times by inserting information that is legitimate, detailed and relevant, including:
- Documenting and saving all communication and administrative work (e.g. credit adjustment, rate adjustments, etc.) associated with managing prospective and existing clients;
- Ensuring all appointments, follow up phone calls, emails and tasks are being tracked in CRM;
- Ensuring that all information in the CRM and the Transport Management System (“TMS”) is current and up to date; and
- Recording all relevant information in the CRM, detailing a history of communication and activity for all clients
- Conduct regular catch up meetings with the Contracts Department staff to discuss any issues, resolutions and forward planning as required
- Attend one on one meetings with your Manager as required
- Attend any weekly internal meetings to facilitate the most efficient processes for each Contracts Department
- Prepare a weekly task list no later than 12pm each Monday
- Review Contract portfolio results against benchmark figures on a per period basis
- Review Contract portfolio results against benchmark figures on a per period basis
- Effectively communicate with colleagues and clients
- Advocate co-operation with both intra and inter Departments
- Ensure that your written and verbal communication with clients, colleagues and sub-contractors is always professional and courteous
- Attend one on one meetings with your Manager as required
- Perform any reasonable tasks requested by your Manager
- Notify your Manager if you require additional training as soon as practicable
- Ensure you use work time and resources for work activities, through limiting personal phone calls, internet browsing and mobile phone usage
- Ensure compliance with Capital Transport Group’s Company Policies at all times
- Ensure compliance with the Occupational Health and Safety (OH&S) responsibilities as outlined in section 3
2. Work Health and Safety (WH&S) Responsibilities
All staff are responsible for the following safe work procedures and instructions:
2.1 EMPLOYEES MUST
- Cooperate with the Capital Transport Group in relation to activities undertaken to comply with WH&S and National Heavy Vehicle legislation;
- Undertake all relevant training to carry out your responsibilities in line with CTG’s policies and procedures and legislative requirements;
- Perform their roles effectively to manage Chain of Responsibility (COR) risks, and ensure their actions or inactions do not cause or contribute to road safety breaches, specifically with regards to:
- Load Restraint;
- Mass and Dimension;
- Fatigue;
- Speed; and
- Vehicle Standards.
- Ensure that any potential or actual breaches of CTG policies and procedures are reported immediately to their Manager;
- Take reasonable care for their own health and safety and the health and safety of other people who may be affected by their conduct in the workplace; and
- Not wilfully or recklessly interfere with or misuse anything provided in the interest of environment health and safety or welfare.
2.2 SUPERVISORS ARE RESPONSIBLE FOR
- Providing adequate supervision through technical guidance, training and support to ensure employees carry out their responsibilities in line with CTG’s policies and procedures and legislative requirements;
- Maintaining regular communication with employees to identify if there are any issues that could result in a breach to CTG policies and procedures and escalating to the Manager and relevant key stakeholders;
- Assisting with any efforts undertaken by the Capital Transport Group to implement initiatives and corrective actions to comply with WH&S and National Heavy Vehicle legislation;
2.3 MANAGERS AND SECTION HEADS ARE RESPONSIBLE FOR
- Ensuring information, training, instruction and supervision is provided to all employees at the point of induction, and cyclically thereafter, so that they can effectively perform their roles and responsibilities in accordance with CTG policies and procedures, and legislative requirements;
- Maintaining regular communication with employees to identify if there are any issues that could result in a breach to CTG policies and procedures;
- Monitoring internal and external processes to identify risks to the business and developing suitable control measures;
- Identifying and investigating any potential or actual breaches, notifying and consulting with the relevant key stakeholders, implementing corrective actions required for compliance without delay, and ensuring appropriate records are maintained.
