Intermodal Shipper Experience Manager

About the role

This position drives best-in-class operational execution for existing brokerage customers and reports to Senior-Shipper Experience Managers, Senior Shipper Account Managers, Operations Managers, or a Director of Operations.

Responsibilities

• Effectively manage and execute operations and communications to meet shipper KPIs and expectations.
• Continuous education of rail and intermodal transportation practices, including market dynamics, pricing strategies, and regulatory compliance.
• Familiarity with intermodal-specific technology platforms and tools to enhance operational efficiencies and customer satisfaction.
• Ongoing education of the commodities shipped and how those commodity markets impact profitability and service offerings.
• Practice coordination and relationship building to be an effective problem solver for customers.
• Further develop 3x3 relationships at the shipper operations levels.
• Support branch leadership and sales in account growth strategy initiatives.
• Skilled management of rates and services with clients for primary NFI ILS services (FTL, LTL, Dray, IMDL, Port Services).
• Develop, implement, and manage an SOP for each account managed by the operations group and maintain customer service concepts and rates.
• Ensure proper follow-up and management of all loads.
• Break through internal obstacles that limit growth or service consistent with NFI deliverables.
• Maintain a detail-oriented mindset for managing one or multiple NFI customer accounts.
• Use available internal and industry tools to identify potential improvements and best practices for customer operations.
• Foster speed, efficiency, and effectiveness in brokerage operations through collaboration with all NFI departments and a willingness to do “whatever it takes” to meet customers’ needs.

Requirements

• BA or BS degree preferred.
• 3–5 years of brokerage experience preferred, working with domestic truckload, LTL, and intermodal shipments.
• Familiarity with DOT trucking regulations (Hours of Service, Claims, etc.).
• Proficient in using MS Office applications (Word, Excel, PowerPoint).
• Ability to work in a fast-paced environment involving learning and using multiple applications and handling a high volume of phone calls.
• Excellent oral and written communication skills.
• Rudimentary knowledge of TMS programs used for brokerage services.
• Familiarity with external and internal NFI pricing tools.
• Commitment to sharpening existing or acquiring new skills as required by business or customer demands.
• Ability to work a flexible schedule based on shipment volume.