Account Coordinator/manager, Airline On Ground

Airline On Ground Team Position

We currently have one opening on our Airline On Ground (AOG) team. Depending on the selected candidate's qualifications and experience, this position may be filled at the Account Coordinator or Account Manager level.

Both roles are responsible for executing day-to-day AOG operations, maintaining customer relationships, and ensuring shipments are handled with urgency, accuracy, and best-in-class service. The difference lies in scope: the Coordinator focuses on execution and account support, while the Manager assumes greater responsibility for customer ownership, compliance, and financial oversight.

Core Responsibilities (Both Levels):

• Act as the front-line resource to provide exceptional customer service on assigned AOG accounts.
• Manage assigned load boards: prompt build/activation, accurate quoting, coverage using vetted carriers, and proactive communication throughout transit.
• Vet drivers and carriers to ensure compliance, communication ability, and quality standards.
• Track shipments with strict cadence:
• Every 2 hours for standard AOG orders.
• Every hour for hot AOG orders.
• Respond to all customer emails within expected time frames (typically 2 minutes).
• Provide proactive updates — customers should never need to reach out for status.
• Close out accessorial requests (TONU, detention, etc.) within 24 hours or per customer requirements.
• Maintain knowledge of NTG's service offerings to identify diversification opportunities.
• Perform related duties as assigned.

Additional for Account Manager:

• Serve as the go-to account owner, leading customer service expectations and growing relationships.
• Provide fast, accurate pricing tailored to AOG needs.
• Own the carrier vetting process and ensure all TSA compliance requirements are met.
• Oversee AR/credit responsibilities to ensure timely billing and payments.
• Proactively identify and pursue opportunities for modal or regional diversification.

Job Requirements

Account Coordinator, AOG:

• Bachelor's degree in Business or related field preferred but not required.
• 1 year of transportation or logistics experience strongly preferred.
• 1–2 years of AOG experience required.

Account Manager, AOG:

• Bachelor's degree in Business or related field preferred but not required.
• 3–5 years of transportation or logistics experience required.
• 2–4 years of AOG account experience preferred.

Knowledge, Skills & Abilities (Both Levels):

• Exceptional customer service and problem-solving skills.
• Sense of urgency in a fast-paced, high-stakes environment.
• Strong attention to detail and organizational skills.
• Ability to multi-task, prioritize, and work effectively in a team.
• MS Office proficiency (Excel preferred).

Work Environment & Physical Effort

• Standard office environment with moderate noise.
• Frequent communication with customers, carriers, and internal teams.
• Occasionally lift boxes up to 20 pounds.

Schedule & Travel

• Full-time, benefits-eligible position.
• Standard schedule: Monday – Friday, 07:00–16:00 CT.
• Occasional travel for training or conferences.

Disclaimer

The above statements describe the general nature and level of work being performed. They are not intended to be an exhaustive list of all responsibilities, duties, and skills required.

EEOC/ADA STATEMENT:

We are an Equal Opportunity employer. All qualified applicants will receive consideration for employment without regard to race, gender, sexual orientation, age, religion, disability, veteran, or any other status prohibited by applicable national, federal, state or local law. In an effort to recruit, develop and retain top talent, we are committed to a policy of nondiscrimination in all personnel practices to ensure equal opportunity for employment, promotion, and training for a more inclusive workforce.