Customer Account Manager
Customer Account Manager
Job Type: Full-time; On-site
Responsibilities:
- Develop and manage strong, multi-level shipper relationships (3x3 coverage) to ensure long-term retention and account expansion.
- Drive organic revenue growth by identifying opportunities to increase volume, margin, and service adoption across FTL, LTL, and Intermodal modes.
- Deliver a high-level operational performance in alignment with customer KPIs, SLAs, and service expectations.
- Create and maintain account-specific business plans outlining goals, risks, and opportunities; present insights and pipeline updates to branch leadership.
- Collaborate with sales, operations, and leadership to develop and execute customer growth strategies.
- Lead customer business reviews, presenting performance dashboards, KPI scorecards, and the Company’s value proposition.
- Manage pricing and rate negotiations leveraging market data and internal tools to competitively position the Company in the market.
- Develop, implement, and manage Standard Operating Procedures (SOPs) for assigned accounts to ensure operational consistency and customer satisfaction.
- Ensure all load activity is executed efficiently — monitoring service, follow-ups, and problem resolution.
- Proactively identify service risks or bottlenecks and work cross-functionally to resolve issues and maintain performance standards.
- Partner with internal teams to cross-sell additional services (Intermodal, Dedicated, Warehousing, etc.).
- Maintain thorough market and lane knowledge to ensure competitive positioning and proactive communication with clients.
- Use internal and industry tools to identify performance improvements, process optimization, and best practices.
- Model and promote the Company’s culture of accountability, collaboration, and customer-first execution.
- Bachelor’s degree preferred.
- 3–5+ years in freight brokerage, account management, or logistics operations (FTL, LTL, Intermodal).
- Strong understanding of DOT regulations, Hours of Service, and claims processes.
- Proficiency with MS Office (Word, Excel, PowerPoint) and TMS systems.
- Demonstrated ability to work in a fast-paced environment handling multiple priorities and high communication volume.
- Excellent verbal and written communication skills with strong conflict resolution abilities.
- Proficient in pricing tools and ability to develop transactional and contractual pricing proposals.
- Strong analytical and problem-solving skills with attention to detail and accuracy.
- Commitment to continuous learning and professional development aligned with business needs.