Customer Account Manager

Customer Account Manager

The Customer Account Manager is responsible for driving both the strategic growth and operational excellence of existing brokerage customers. This role combines commercial account management and shipper experience oversight, ensuring high levels of customer satisfaction, account growth, and operational performance. This position reports to Sr Shipper account managers, Operations manager or Director of operations.

Responsibilities

1. Develop and manage strong, multi-level shipper relationships (3x3 coverage) to ensure long-term retention and account expansion.
2. Drive organic revenue growth by identifying opportunities to increase volume, margin, and service adoption across FTL, LTL, and Intermodal modes.
3. Deliver a high-level operational performance in alignment with customer KPIs, SLAs, and service expectations.
4. Create and maintain account-specific business plans outlining goals, risks, and opportunities; present insights and pipeline updates to branch leadership.
5. Collaborate with sales, operations, and leadership to develop and execute customer growth strategies.
6. Lead customer business reviews, presenting performance dashboards, KPI scorecards, and NFI's value proposition.
7. Manage pricing and rate negotiations leveraging market data and internal tools to competitively position NFI in the market.
8. Develop, implement, and manage Standard Operating Procedures (SOPs) for assigned accounts to ensure operational consistency and customer satisfaction.
9. Ensure all load activity is executed efficiently — monitoring service, follow-ups, and problem resolution.
10. Proactively identify service risks or bottlenecks and work cross-functionally to resolve issues and maintain performance standards.
11. Partner with internal teams to cross-sell additional NFI services (Intermodal, Dedicated, Warehousing, etc.).
12. Maintain thorough market and lane knowledge to ensure competitive positioning and proactive communication with clients.
13. Use internal and industry tools to identify performance improvements, process optimization, and best practices.
14. Model and promote NFI's culture of accountability, collaboration, and customer-first execution.

Qualifications

• Education: Bachelor's degree preferred.
• Experience: 3–5 years in freight brokerage, account management, or logistics operations (FTL, LTL, Intermodal).
• Strong understanding of DOT regulations, Hours of Service, and claims processes.
• Proficiency with MS Office (Word, Excel, PowerPoint) and TMS systems.
• Demonstrated ability to work in a fast-paced environment handling multiple priorities and high communication volume.
• Excellent verbal and written communication skills with strong conflict resolution abilities.
• Proficient in NFI pricing tools and ability to develop transactional and contractual pricing proposals.
• Strong analytical and problem-solving skills with attention to detail and accuracy.
• Commitment to continuous learning and professional development aligned with business needs.

Other:

• Ability to work a flexible schedule based on shipment volume and customer needs.
• Travel may be required for customer meetings, site visits, or leadership events.
• This job description provides a general overview of the role for purposes of recruiting and assessing talent for the role and its essential functions. However, each individual in the job may perform the duties to varying degrees and in varying ways based on many factors, including their experience, manager, skills, particular carrier mix, and personal preferences.

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information. 41 CFR 60-1.35(c)

LA County Applicants: The Company will consider qualified applicants, including those with criminal histories, in a manner consistent with applicable state and local laws.

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