Position Overview

The Account Manager is responsible for owning the end-to-end relationship with assigned shippers, ensuring consistent volume growth, strong service execution, and profitable margin performance. This role serves as the primary point of contact for daily operations, issue resolution, and strategic account development. The position requires a balance of customer service, analytical decision-making, and carrier coordination to drive sustainable business results.

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Key Responsibilities

Account Ownership & Customer Management

Serve as the main point of contact for assigned shippers, handling all communication regarding loads, service updates, issues, and planning.
Understand each customer’s lane profile, service requirements, seasonality, and operational constraints.
Monitor performance KPIs (on-time pickup/delivery, tender acceptance, claim rates, dwell) and proactively address service risks.
Conduct regular business reviews with customers to present performance, opportunities, and cost-saving strategies.

Load Execution & Operations

Oversee the full lifecycle of each shipment: tender acceptance, carrier assignment, tracking, documentation accuracy, and delivery confirmation.
Partner with Carrier Sales to ensure capacity coverage meets service and margin expectations.
Verify that all load data is accurate in the TMS, including rates, references, accessorial, and paperwork.
Resolve service failures, detention, lumper issues, and delivery exceptions with urgency and professionalism.

Revenue Growth & Margin Management

Identify and execute opportunities to increase wallet share within existing accounts (new lanes, new divisions, expanded volume).
Review lane-level profitability and adjust pricing strategies in real time based on market shifts.
Support RFP responses, mini-bids, and spot opportunities to maximize revenue.
Maintain a healthy balance between service and profitability—protecting margin while meeting customer expectations.

Cross-Functional Collaboration

Work closely with Carrier Sales, Track & Trace, Billing, and Leadership to ensure seamless account operations.
Provide detailed shipment notes and documentation so internal teams can execute efficiently.
Communicate recurring issues, process gaps, or improvement opportunities to leadership.

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Required Skills & Competencies

Technical Skills

Proficiency with TMS platforms (TAI, McLeod, Ascend, or similar).
Strong understanding of freight fundamentals: truckload, LTL, accessorial, spot vs. contract, market rate drivers.
Ability to analyze lane P&L, margin reports, and customer trends.

Core Competencies

Excellent communication and relationship-building skills.
Strong organizational ability with attention to detail.
Problem-solving mindset with urgency in execution.
Ability to multitask in a high-volume environment.
Negotiation skills with both customers and carrier partners.

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Experience Requirements

1–3 years of experience in freight brokerage or logistics operations preferred.
Proven history of managing customer accounts, resolving service issues, and supporting revenue growth.
Experience working in a fast-paced brokerage environment is strongly encouraged.

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Success Metrics (KPIs)

Load volume growth per account
Gross margin and margin %
On-time pickup/delivery performance
Tender acceptance rate
SOP compliance and data accuracy
Customer satisfaction and retention

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