Account Manager

Position Title: Account Manager

Location: Toledo, Ohio

Type : CTH

Job Summary:

The Freight Broker is responsible for developing customer relationships, securing transportation capacity, coordinating freight movements, and managing shipments from pickup through final delivery. This role serves as a critical link between shippers and carriers to ensure freight is moved safely, efficiently, and profitably while delivering a high level of customer service.

The Freight Broker will negotiate rates with carriers and customers, source transportation solutions, track shipments, resolve service issues, and maintain strong communication with all parties involved in the transportation process. This position requires the ability to manage multiple shipments and accounts simultaneously in a fast-paced logistics environment while maintaining accuracy, urgency, and attention to detail.

Essential Responsibilities:

Sales & Business Development Responsibilities:

·       Prospect and secure new shipping customers through cold calling, networking, referrals, and relationship development.

·       Develop and maintain strong relationships with shippers, carriers, and transportation partners.

·       Maintain and grow existing customer accounts through proactive communication and service excellence.

·       Develop lane-specific carrier capacity to support customer freight demands.

·       Generate new business opportunities to increase revenue and profitability.

·       Manage customer pricing, quoting, and contract negotiations.

·       Collaborate with internal sales and operations teams to execute logistics strategies effectively.

Operational Responsibilities:

·       Coordinate and manage the full freight brokerage cycle, including pricing, dispatching, tracking, invoicing, and delivery.

·       Take full ownership of shipments from booking through final delivery and invoicing.

·       Negotiate freight rates and contracts with carriers to secure competitive pricing and maximize profitability.

·       Monitor freight movements and proactively resolve service issues to ensure on-time delivery and customer satisfaction.

·       Escalate service failures immediately and communicate resolution plans to customers and leadership.

·       Manage multiple customer accounts simultaneously while maintaining attention to detail and operational accuracy.

·       Utilize Transportation Management Systems (TMS) and CRM software to manage shipments, customer interactions, and operational workflows.

·       Maintain accurate records related to shipment tracking, invoicing, contracts, and carrier compliance.

·       Deliver exceptional customer service by responding promptly to inquiries and resolving issues professionally.

Compliance & Risk Management:

·       Verify carrier insurance, operating authority, safety ratings, and compliance documentation prior to tendering freight.

·       Follow company fraud prevention procedures related to carrier onboarding, double brokering, identity theft, and cargo security.

·       Ensure compliance with FMCSA regulations, FDA requirements, company policies, and applicable transportation industry standards.

·       Maintain confidentiality of customer pricing, contracts, and proprietary company information.

·       Ensure all shipments are handled in accordance with company safety, security, and operational procedures.

·       Support compliance with CTPAT security requirements and cargo protection initiatives where applicable.

·       Maintain awareness of freight fraud trends, including double brokering, cargo theft, and carrier identity fraud.

Other Duties:

·       Participate in meetings as required

·       Interaction with multiple departments as required

·       Perform additional tasks as requested by management

Quality Responsibilities:

·       Continually improve to meet customers’ needs

·       Maintain an organized and safe work environment

·       Work in a manner that reflects our core business values

·       Abide by all applicable safety policies and regulations

·       Suggest ideas for improvement pertaining to safety

·       Report any unsafe activities or issues to management

·       Demonstrate ability to consistently provide service that meets customer and regulatory requirements

·       Aim to enhance customer satisfaction through the effective application of our Quality System

Performance Expectations:

Success in this role will be measured by:

·       Revenue growth and gross margin generation

·       Customer retention and account growth

·       Gross margin per load

·       Carrier utilization and retention

·       On-time pickup and delivery performance

·       Load coverage percentage

·       Shipment execution accuracy

·       Claims and service failure reduction

·       CRM activity and pipeline management

·       Customer satisfaction and responsiveness

Physical Demands/Workplace Setting:

·       Must be physically able to:

o   Sit for extended periods of time

o   Use hands/fingers to effectively operate computer system

o   Reach with hands/arms

o   Communicate clearly via telephone

o   Have clear vision up to 20’

o   Have ability to adjust visual focus

·       Must be tolerant of moderate noise