Operational Account Manager, Freight Operations, Road US

Duties & Responsibilities

• Develops the overall customer relationship via all methods of communication, phone, email, and in person.
• Negotiates with transportation carriers and providers to obtain, set rates and determine services available.
• Researches and determines growth opportunities within the branch’s house accounts.
• Investigates, actions and establishes new customer leads and opportunities.
• Examines customer requests to provide best service options and pricing available.
• Proactively handles customer shipment requests.
• Utilizes our TMS system and provides data input to facilitate material movement, planning, and scheduling.
• Provides direction and sets pricing guidelines for Carrier Sales team.
• Maintains shipment tracking progression from pickup through delivery and communicates accurate and up-to-date information to the customer and/or Key Account Manager.
• Ensures customer expectations are met or exceeded through close communication with Carrier Sales team.
• Tracks and traces shipments from pickup through delivery to ensure accurate and up-to-date shipment information is being provided to customers.
• Prepares spend reports as needed and holds regular check-ins via QBR or MBR with the customer.
• Performs other duties, responsibilities, and project work as assigned by manager.

Qualifications/Experience

• High School Diploma or equivalent (GED) required. College degree in Business Administration, Logistics or Supply Chain Management preferred.
• 3 years’ experience in logistics, transportation brokerage, or related field required, 5+ years preferred.
• Experience with transportation management systems.

Skills & Competencies

• Proficient with all Microsoft Office applications, Word, Excel, Teams and PowerPoint.
• Solid analytical experience in Excel required.
• Driven, enthusiastic, and highly motivated.
• High attention to detail and ability to multitask.
• Strong organizational skills.
• Ability to thrive under deadlines and work in a team environment, while also delivering independent results.
• Excellent interpersonal communication and problem-solving skills, verbal, written and in person.
• Strong prioritization skills and works with a sense of urgency.
• Proficiency in using a Windows-based computer.
• Strong ability to persuade, negotiate, and influence others.
• Able to work flexible hours.
• Strong mathematical skills for pricing, negotiating and project development.

Physical Demands

• The position primarily involves sedentary work in an office setting.
• The employee is regularly required to sit for extended periods while working at a computer, speaking on the phone, and participating in virtual meetings.
• Frequent use of hands and fingers is necessary to operate a keyboard, mouse, and other standard office equipment.
• The role requires regular verbal communication and the ability to exchange accurate information with customers, carriers, and internal teams.
• Occasional standing, walking, reaching, and bending may be required to retrieve files or collaborate with team members.
• The employee may occasionally lift or move office materials weighing up to approximately 15 pounds, such as files, documents, or a laptop.

Work Environment

• This role is performed in a professional office environment within a fast-paced freight brokerage operation.
• The employee will work primarily indoors with standard office conditions and moderate noise levels from normal business activity, including phones, conversations, and office equipment.
• The position requires extensive communication via phone, email, and virtual platforms with customers, carriers, and internal teams, often while managing multiple time-sensitive priorities.
• The role may occasionally require visits to operational areas such as a warehouse or shipping dock, where the employee must follow all safety guidelines and wear appropriate personal protective equipment when applicable.
• The position may require flexibility in work hours to meet customer and operational needs.