Key Responsibilities
- Customer & Account Management- Manage customer relationships, expectations, and escalations.
- Lead customer meetings, reporting, and service reviews.
- Operational Excellence- Oversee daily operations, service performance, and continuous improvement.
- Identify and implement cost-saving opportunities.
- Team Leadership- Lead, coach, and develop Specialists, Planners, and Senior Planners.
- Ensure effective training and cross-training.
- Transportation & Carrier Management- Oversee load planning, TMS processes, and carrier performance.
- Partner on carrier strategy, rates, and solutions.
- Financial & Strategic Management- Manage account profitability, P&L, invoicing, and collections.
- Support growth, service expansion, and strategic initiatives.
Work Environment
- Primarily office-based/computer-based work environment.
- Frequent interaction with internal teams, customers, carriers, vendors, and other external partners.
- Requires the ability to manage multiple priorities in a fast-paced transportation and customer-service environment.
- Occasional travel required, up to 10%.
- Work may require flexibility to address customer or operational needs outside of standard business hours.
Education
- Bachelor's degree from a four-year college or university preferred.
- Equivalent combination of education and relevant experience may be considered.
Experience
- Minimum of 5 years of related experience and/or training, or an equivalent combination of education and experience.
- Minimum of 5 years of experience in customer service, transportation, logistics, or a related field.
- Transportation Management Systems (TMS) required.
- Transportation optimization tools preferred.
- Experience leading, developing, and coaching teams.
- Experience managing customer relationships and resolving escalated customer concerns.
- Experience with account-level financial management and P&L responsibilities.
- Sales or business development experience preferred.
- Proficiency with Microsoft Outlook, Word, PowerPoint, and Excel.
- Strong understanding of transportation operations, carrier management, customer service, and transportation planning.
- Ability to formulate, document, implement, and improve operational processes.
Personality Traits
- Customer-focused and relationship-oriented.
- Strategic thinker with strong business judgment.
- Results-driven and quality-focused.
- Strong leader who can coach, develop, and hold team members accountable.
- Excellent communicator with strong interpersonal skills.
- Highly organized with strong planning and prioritization abilities.
- Analytical and effective problem solver.
- Adaptable and comfortable managing multiple priorities in a fast-paced environment.
- Collaborative and able to work effectively with internal and external stakeholders.
- Proactive, resourceful, and committed to continuous improvement.
- Demonstrates sound financial and operational judgment.
Benefits/Perks
- Accrue up to five days PTO in first year. Two-weeks vacation, plus one week PTO accrue on first anniversary.
- Medical, Dental, Vision, Life Insurance, Disability
- Other benefits include Doc-On-Demand, Tuition Reimbursement, Paid Volunteer Day, Employee Assistance Program
All your information will be kept confidential according to EEO guidelines.
