Account Manager

About the role

Under the direction of the assigned account leadership, the Logistics Account Manager serves as the primary point of contact for assigned customer accounts, coordinating with clients, vendors, carriers, and internal teams to ensure seamless communication and operational execution. This role manages key customer relationships, monitors service and cost performance, resolves escalated issues, and maintains a high standard of customer satisfaction.

Responsibilities

• Serve as the primary point of contact for assigned customer accounts; build and maintain strong relationships with customers and vendors.
• Respond promptly and professionally to escalated customer and vendor correspondence; participate in Quarterly Business Reviews (QBRs).
• Monitor trends in service levels, cost performance, and account profitability; create and maintain internal and customer-facing KPI reports.
• Maintain and update customer Standard Operating Procedures (SOPs).
• Prepare shipment quotes, respond to email requests, and submit and manage quotes through customer portals.
• Coordinate with carriers on volume-based pricing and apply appropriate customer rates during order processing.
• Accurately enter and manage customer orders; schedule and confirm appointments with carriers and consignees.
• Validate account management data and follow up on critical shipment activities.
• Proactively manage in-transit shipment delays, coordinating with carriers and internal teams on intercepts, recovery plans, and timely resolution.
• Ensure smooth shift transitions by documenting critical shipment updates, outstanding issues, and necessary follow-up actions.

Qualifications

• 2+ years of experience in logistics, supply chain, or transportation management.
• Demonstrated customer service and relationship management skills.
• Strong written and verbal communication.
• Ability to manage multiple priorities in a fast-paced environment.
• Experience with transportation management systems (TMS) and customer web portals.
• Proficiency in Microsoft Excel and reporting tools.

Physical demands

While performing the duties of this job, the employee must be able to continuously sit, use a keyboard, calculator, and telephone. The employee is occasionally required to stand, walk, stoop, and/or kneel. The employee must occasionally lift and/or move up to 10 pounds while moving files or small packages. Specific vision abilities required include close vision and the ability to adjust focus. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

Work environment

Work is performed in an office environment. The noise level in the work environment is usually moderate.

Schedule & location

This is a full-time, on-site position at a customer location in Fitchburg, Wisconsin. Standard business hours apply, with some flexibility required to support customer needs.