Stephen Thorn
Fort Smith,AR
Summary
Proven leader in Enterprise Account Management, adept at designing solutions for top enterprise accounts and enhancing team productivity. Excels in process improvement and effective communication, significantly boosting customer satisfaction and operational efficiency. Expert in data analysis and employee mentoring, consistently achieving and surpassing department objectives.
Overview
7
7
years of professional experience
Work History
Supervisor, Enterprise Account Management
ArcBest
08.2021 - Current
- Design and implement customized solutions for ArcBest's top 1% of enterprise accounts.
- Build and develop customer relationships to identify requirements and instill confidence in ArcBest's ability to meet agreed upon requirements.
- Conduct weekly, monthly, and quarterly business reviews to create and maintain customer confidence.
- Handle customer complaints, resolve issues, and adjust policies to meet changing needs.
- Increase team productivity by implementing efficient workflows and setting clear expectations for team members.
- Evaluate employee performance and provide coaching to address weak areas.
- Streamline operations for increased efficiency through regular process reviews and implementing necessary changes.
Analyst/Coordinator, Customer Support
ArcBest
01.2019 - 08.2021
- Created and reviewed KPI scorecards and Quarterly Business Reviews with corporate accounts.
- Provided quotes, reporting, shipment tracking, and additional information upon customer request.
- Monitored the compliance of standard operating procedures and corrected potential non-conformance for assigned accounts.
- Created and developed solutions to become the preferred point of contact for our managed accounts.
- Collaborated with cross-functional teams to identify opportunities for process improvement and increased efficiency.
Final Mile Coordinator
ArcBest
05.2017 - 01.2019
- Provided final mile quote options for ArcBest customers.
- Acted as a liaison between sales and contract carriers for final mile services.
- Held final mile carriers accountable for late deliveries and customer escalations.
- Managed multiple residential enterprise accounts that had large stakes involved with final mile carrier options.
Education
Bachelor of Arts - Music
University of Arkansas, Fayetteville
Fayetteville, AR05.2016
Skills
- Process Improvement and Monitoring
- Effective Communication
- Data Analysis
- Problem Solving
- Customer Interaction
- Team Management
- Employee Development
- Collaboration
- Priority Management
- Service Excellence
Timeline
Supervisor, Enterprise Account Management
ArcBest
08.2021 - Current
Analyst/Coordinator, Customer Support
ArcBest
01.2019 - 08.2021
Final Mile Coordinator
ArcBest
05.2017 - 01.2019
Bachelor of Arts - Music
University of Arkansas, Fayetteville
Similar Profiles
Dylan WilsonDylan Wilson
Associate Enterprise Account Manager at ArcBestAssociate Enterprise Account Manager at ArcBest
Cody ReederCody Reeder
Dedicated Network and Brokerage Manager at ArcBestDedicated Network and Brokerage Manager at ArcBest
Carter WeedenCarter Weeden
Quote Coordinator at ArcBestQuote Coordinator at ArcBest
Maximus TuckerMaximus Tucker
Business Development Representative at ArcBestBusiness Development Representative at ArcBest
Matt HollandMatt Holland
Senior Strategic Account Manager at Wesco DistributionSenior Strategic Account Manager at Wesco Distribution