Agent Solutions Manager

Summary

Worldwide Express is seeking an Agent Solutions Manager to manage and nurture relationships with agent partners. The role focuses on proactive issue resolution, cross-functional collaboration, agent support and training, and maintaining satisfaction to enable agency growth and success.

Responsibilities

• Build and maintain strong, long-term relationships with GlobalTranz agents
• Act as the primary point of contact for agents, addressing their needs, concerns, and inquiries promptly
• Conduct check-ins with agents to assess their satisfaction
• Proactively identify potential issues and work with agents to prevent or resolve them
• Address escalated problems promptly, coordinating with relevant teams to ensure timely and effective resolution
• Document and track issues, resolutions, and outcomes for continuous improvement and future reference
• Liaise with internal departments such as operations, finance, IT, and customer service to facilitate smooth operations and resolve agent issues
• Ensure clear communication and coordination between agents and internal teams to address operational challenges and optimize processes
• Provide ongoing support to agents, including training on GlobalTranz systems, processes, and best practices
• Facilitate communication between agents and various internal departments to ensure agents have the necessary resources and information
• Stay updated on industry trends, market conditions, and GlobalTranz offerings to provide relevant guidance
• Maintain accurate records of agent interactions

Skills

• Proven experience in account management, sales, or customer service
• Excellent communication, negotiation, and interpersonal skills
• Proficiency in using CRM software and other relevant technology platforms
• Strong problem-solving skills and a proactive approach to issue resolution
• Demonstrated ability to work collaboratively with cross-functional teams
• Experience working with independent agents or brokers in the logistics industry
• Familiarity with GlobalTranz systems and technology solutions
• Advanced knowledge of industry regulations and compliance standards
• Preferably in the logistics or transportation industry

Qualifications

Must Haves

• Proven experience in account management, sales, or customer service
• Excellent communication, negotiation, and interpersonal skills
• Proficiency in using CRM software and other relevant technology platforms
• Strong problem-solving skills and a proactive approach to issue resolution
• Demonstrated ability to work collaboratively with cross-functional teams
• Experience working with independent agents or brokers in the logistics industry
• Familiarity with GlobalTranz systems and technology solutions
• Advanced knowledge of industry regulations and compliance standards

Nice to Haves

• preferably in the logistics or transportation industry

Benefits

• Working remote may be an option depending on the agent’s location.
• Job is typically performed in a general office environment or remote.