Account Manager — Freight Operations
This is a remote position.
We are seeking an experienced Account Manager to own and grow a portfolio of freight accounts through exceptional day-to-day execution, proactive customer service, and operational leadership. This is a hands-on, cradle-to-grave freight operations role focused on managing existing business—not cold calling or outbound sales.
The Account Manager will act as the operational lead for assigned customers, ensuring shipments move efficiently, carrier and customer requirements are met, and opportunities to expand each account are identified.
Key Responsibilities
- Own the daily operations for assigned customer accounts and serve as the primary point of contact for customers, carriers, and internal teams.
- Manage a personal “book of operations,” overseeing shipment execution from quoting through delivery and paperwork completion.
- Book and coordinate carriers for primarily over-the-road freight, including dry van, flatbed, and occasional box truck shipments.
- Source, vet, and onboard carriers using company tools and established internal compliance processes.
- Quote new lanes and respond to changing customer transportation needs; anticipate approximately 2–3 new lane quotes per customer per month as needed.
- Coordinate shipment details with carriers and customers, including pickup and delivery appointments, updates, exceptions, and required documentation.
- Verify shipment paperwork, including proof of delivery and invoicing-related documents, and identify discrepancies before they affect service or billing.
- Monitor internal and external vendor KPIs and take ownership of service quality, communication, and operational performance.
- Manage approximately 10–15 shipments per day, depending on account volume and complexity.
- Grow existing accounts through strong account management, regular monthly or quarterly business discussions, and identification of expansion opportunities.
- Identify customer pain points and recommend practical solutions to streamline freight operations, improve service, and increase shipment volume.
- Lead through influence and direction when paired with a Logistics Coordinator, providing guidance on track-and-trace activity, document uploads, and operational priorities.
- Respond calmly and effectively to operational issues, including carrier delays, service failures, rate changes, documentation discrepancies, and customer escalations.
- Maintain clear, timely, and professional communication by phone and email with customers, carriers, and internal stakeholders.
Requirements
Required Qualifications
- Proven experience in freight brokerage, transportation operations, logistics account management, or a comparable cradle-to-grave freight role.
- Strong working knowledge of over-the-road freight operations, particularly dry van and flatbed; experience with box truck freight is a plus.
- Demonstrated ability to book carriers, quote freight, coordinate shipments, resolve service issues, and manage customer expectations.
- Experience using freight-industry tools such as DAT, Truckstop, Carrier411, MyCarrierPackets, Macropoint, or comparable systems.
- Familiarity with carrier compliance, insurance verification, carrier onboarding, and documentation review.
- Ability to manage multiple active shipments and priorities in a fast-paced environment while maintaining attention to detail.
- Strong written and verbal communication skills, including the ability to prepare clear customer updates and handle sensitive operational conversations.
- Practical problem-solving ability, sound judgment, and comfort making decisions during time-sensitive freight situations.
- A proactive, customer-focused mindset with the ability to identify opportunities to improve and grow existing accounts.
- Ability to learn new systems and transportation requirements quickly.
Preferred Qualifications
- Experience managing a portfolio of existing freight customers and expanding account volume through relationship management.
- Experience working in a high-volume freight brokerage or third-party logistics environment.
- Familiarity with an internal or proprietary transportation management system.
- Prior experience providing operational direction or support to coordinators or junior operations staff.
- Exposure to specialized, time-sensitive, or unfamiliar freight scenarios and the ability to research solutions independently.
Benefits
- Expected schedule: 8:00 AM–5:00 PM
- Fast-moving environment with a strong focus on shipment execution, customer communication, and service reliability.
- The role requires a high degree of ownership, urgency, organization, and accountability.
- Training will be provided on internal systems and processes; however, the successful candidate should already possess core freight brokerage and transportation operations fundamentals.