Madeline Sims
Lowell,AR
Summary
Client Services Manager providing leadership to field operations and serving as escalation point for clients and internal departments. Provide senior leadership and internal stakeholders with updates and status reports. Delivers excellent client services while building and maintaining client relationships. Strong people management skills to coach, lead and develop employees.
Overview
14
14
years of professional experience
Work History
Sr Client Manager, Strategic Accounts
J.B. Hunt Transport Services Inc.
01.2021 - Current
- Conduct regular performance reviews with key contacts to ensure alignment of goals and continuous improvement in service delivery.
- Assist in contract renewal negotiations, pricing and design reviews.
- Strengthened long-term client relationships through regular communication, understanding their needs, and delivering tailored recommendations.
- Improved operational efficiency by streamlining processes for better client servicing and reporting accuracy.
- Coordinated with internal departments to grow 3rd party backhaul revenue and customer credits.
- Facilitated level 4 autonomous project with Kodiak and Bridgestone.
- Recruited 360 Box customers to participate in Kodiak/Bridgestone autonomous project.
Intermodal Client Manager, II
J.B. Hunt Transport Services Inc.
03.2020 - 12.2020
- Internal owner of 6 high priority accounts
- Analyze operation execution, monitoring award compliance, forecasting business changes and understanding the overall account profitability
- Work closely with local Operations and the Customer Experience team to develop and implement strategies to improve/maintain performance
- Lead weekly/monthly service calls and provide detailed KPI reporting to internal and external customer contacts
- Ensure proper communication and actions plans are executed for any Intermodal service interruptions
Customer Experience Manager, II
J.B. Hunt Transport Services Inc.
09.2017 - 03.2020
- Implement and manage new customer business as well as maintain current business.
- Engage with customers on weekly/monthly service calls to ensure optimal customer experience and growth.
- Ensure volume meets or exceed commitments by managing customer engagements and working with IBU's to maintain service expectations set forth by customers.
- Responsible for 160 customers; averaging 13 million in monthly revenue.
- Engage, develop, and manage nine customer experience representatives to ensure an excellent customer experience.
Senior Customer Experience Representative
J.B. Hunt Transport Services Inc.
01.2017 - 09.2017
- Interim manager in the absence of the Customer Experience Manager
- Train and assist in the development of Customer Experience Representatives to ensure successful customer engagement and selecting freight orders that effectively utilize equipment of all operations groups
- Analyze customer reports and create action plans for improvement of service
- Assist Customer Experience Representatives and provide support for issues that arise
- Successfully build customer relationships by providing customers proactive solutions to problems
Area Marketing Specialist – Intermodal Commitments
J.B. Hunt Transport Services Inc.
01.2016 - 12.2016
- Responsible for running and analyzing a six-week report for tracking customer commitment compliance based on the awarded volume from bids and proposals.
- Work with Directors, VP's, Sales, Pricing, Marketing, and Operations to hold customers accountable for their Intermodal Commitments, to ensure capacity is available and trailer pools are maintained.
- Key voice in Project Next to build a platform for commitments across the Enterprise.
National Account Representative
J.B. Hunt Transport Services Inc.
08.2013 - 12.2015
- Responsible for soliciting and selecting freight tenders from customers that effectively utilize equipment for all business units across the Enterprise on a daily basis.
- Successfully maintained bid award compliance for two of J B Hunts Top Multi-Million National Accounts – Campbell's Soup and Pactiv.
- Carried out instructions in a timely manner to meet customers' schedules and maintained a superior level or order entry accuracy.
- Built strong lasting relationships with our Internal and External Customers by providing effective and proactive solutions.
- Trained, coached, and assisted multiple teams to ensure all accounts across the enterprise achieved success.
National Account Representative - Floater
J.B. Hunt Transport Services Inc.
09.2012 - 08.2013
- Aided Account Representatives with daily job functions.
- Ability to slide into any desk and create a smooth/seamless transition when Account Reps were unavailable or off.
- Built strong relationships and gained the trust from Sales and VP's.
Account Representative Assistant
J.B. Hunt Transport Services Inc.
09.2010 - 09.2012
- Assisted 5 different Account Teams with running reports and scheduling appointments – Goal of 100 per day.
- Worked closely with customers to provide problem resolution.
- Processed spot quotes and other various duties.
Education
J.B. Hunt Learning
High School Diploma -
Springdale High School
Springdale, ARBusiness Management -
NorthWest Arkansas Community College
Bentonville, ARSkills
- Leadership
- Collaborative mindset
- Strategy Development
- Problem-Solving
- Professional and Effective communication
- Exceptional Organization
- Relationship Management
Timeline
Sr Client Manager, Strategic Accounts
J.B. Hunt Transport Services Inc.
01.2021 - Current
Intermodal Client Manager, II
J.B. Hunt Transport Services Inc.
03.2020 - 12.2020
Customer Experience Manager, II
J.B. Hunt Transport Services Inc.
09.2017 - 03.2020
Senior Customer Experience Representative
J.B. Hunt Transport Services Inc.
01.2017 - 09.2017
Area Marketing Specialist – Intermodal Commitments
J.B. Hunt Transport Services Inc.
01.2016 - 12.2016
National Account Representative
J.B. Hunt Transport Services Inc.
08.2013 - 12.2015
National Account Representative - Floater
J.B. Hunt Transport Services Inc.
09.2012 - 08.2013
Account Representative Assistant
J.B. Hunt Transport Services Inc.
09.2010 - 09.2012
J.B. Hunt Learning
High School Diploma -
Springdale High School
Business Management -
NorthWest Arkansas Community College
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