Position & Company Overview:
Resupply is looking for a customer-centric, team player to join us on our journey to reinvent and forever change the supply-chain of charitable contributions within the U.S. We are seeking someone who will be passionate about our mission and partnerships as we turn household goods into emergency relief for those in need. If you're driven by a desire to make a positive impact, then we want to talk with you!
As a Hauler Account Manager, you will be responsible for building and maintaining trusting relationships with our logistics partners who ensure the success of donation pickups and dropoffs. You will monitor account health based on customer reviews, support ticketing trends, job volume, and job completion. Using an analytical and strategic approach, you will introduce value-add opportunities, such as product releases and marketing materials, to expand your assigned accounts.
Our small, tight-knit team is seeking a candidate who will work closely with us at our Downtown Boston headquarters. We work best when we can all innovate together in an open, collaborative environment. Our culture is built on the foundation of thinking disruptively, obsessing over adding value, and reaching out to support one another as we strive to Make Giving Simple and have fun doing it!
Click to learn how Resupply is forever changing charitable giving: https://www.youtube.com/watch?v=AVW60dsKJq0&t=6s
A successful Hauler Account Manager will be responsible for:
- Building and maintaining relationships with logistics partners and drivers, ensuring alignment with Resupply’s mission, goals, and operational standards.
- Quickly identifying and resolving any issues regarding missed pickups, delivery failures, or hauler-related concerns, working closely with both the logistics partners and internal teams.
- Monitoring partner account health to find opportunities for resolution and providing support for critical escalations as needed.
- Analyzing partner usage data to gain insights into their business performance and developing strategies to drive improvement.
- Collecting feedback from logistics partners, donors, and charities to enhance service quality and operational efficiency.
- Preparing and presenting regular reports to partners on their account performance in EBRs or QBRs.
- Driving Customer Success outcomes such as preventing account churn and influencing future lifetime value through higher product adoption, partner satisfaction, and overall health.
Position Requirements:
- BS in Communications, Information Technology, Business, Accounting, Finance, Logistics, or a related field
- Excellent communication skills, ability to listen to and share ideas, and effectively present concepts
- Strong critical thinking skills with the ability to manage and resolve conflicts, troubleshoot issues, and handle challenging situations in a timely manner.
- Ability to follow set workflows, track performance, and achieve set objectives
- Tracking and reporting on key performance metrics related to driver performance and overall partner efficiency.
- Adaptability to adjusting strategies and meeting changing needs of the business and industry
- Must be Boston-based as this is primarily an on-site position with some limited flexibility to work remote
ReSupply is an equal opportunity employer. As such, it is our policy to fill positions with qualified candidates regardless of the candidate's race, color, sex, age, religion, ancestry, national origin, citizenship status, marital status, sexual orientation, gender identity, genetic information, disability, pregnancy, military status, veteran status or any other protected group status.