Account Manager

Position Overview

A transportation and logistics brokerage is seeking an Account Manager to own and grow brokerage customer relationships. This role is responsible for managing accounts end to end, expanding service adoption, and ensuring consistent, high-quality freight execution. Success in this role comes from strong relationship ownership, disciplined execution, and proactive communication.

Key Responsibilities

Manage a portfolio of brokerage customers as the primary point of contact.

Build and maintain long-term customer relationships through consistent execution and communication.

Lead regular customer check-ins, lane reviews, and performance discussions.

Partner with operations and carrier teams to ensure loads are covered, tracked, and delivered.

Own service recovery and customer escalations including delays, exceptions, and performance issues.

Ensure compliance with customer SOPs, appointment requirements, and documentation standards.

Identify opportunities to expand volume, lanes, and services within existing accounts.

Support pricing discussions, proposals, and customized brokerage solutions.

Partner with sales leadership to expand accounts and support new business wins.

Track key performance indicators including on-time pickup and delivery, service exceptions, and margin.

Maintain accurate documentation in CRM and TMS systems.

Support QBRs and account planning initiatives.

What Success Looks Like

Accounts grow steadily through consistent service and proactive management.

Customers remain loyal with high satisfaction.

Service issues are resolved quickly and professionally.

Freight executes smoothly with reduced exceptions.

Requirements

5 plus years of experience in freight brokerage, logistics account management, or transportation sales.

Working knowledge of truckload, LTL, intermodal, and expedited freight.

Experience managing customer accounts and supporting daily freight execution.

Strong communication and negotiation skills.

Ability to remain composed under pressure and manage service escalations effectively.

Organized with strong follow-through and attention to detail.

Experience managing multi-account portfolios or high-volume customers.

Familiarity with TMS platforms and logistics reporting tools.

Exposure to cross-sell or upsell activities within brokerage environments.