The Account Manager develops and maintains customer relationships through understanding of their requirements and delivery of efficient and reliable quality service. This role manages the motor carrier network and daily account operations, facilitating effective work processes including carrier productivity, performance standards, and customer feedback mechanisms to monitor and improve customer service performance.

Essential Duties:

• Manage assigned motor carrier network.

• Coordinate high volume shuttling and door-delivery operations.

• Create and distribute weekly productivity reporting.

• Serve as point of contact for customer accounts, to include after-hours monitoring.

• Lead and facilitate communication between motor carriers and shippers.

• Participate in selling services and generating new clients.

• Track and manage import/export delivery orders.

• Support terminals and work closely with operational areas where required, i.e., PTSC depots, Marine Terminals, and Rail Ramps.

• Work closely with the Terminal Operating System (TOS) to input orders, dispatch carriers, and invoice customers.

• Prepare shipping documents, customs clearance paperwork, and insurance forms.

• Track shipments, monitor delivery schedules, and provide ongoing updates to clients and stakeholders.

• Arrange storage and warehousing as necessary.

• Resolve issues and manage delays that may arise during the transportation process.

• Manage all billing, AP, and AR for assigned accounts.

• Support carrier vetting and compliance efforts, ensuring adherence to FMCSA regulations, insurance requirements, and safety protocols within the assigned carrier network.

• Develop and apply customer retention practices, monitoring satisfaction levels for assigned accounts and escalating concerns as needed.

• Relay market trends, pricing feedback, and service needs gathered from customer and carrier interactions to support divisional strategy.

• Utilize Transportation Management Systems (TMS), CRM, and other logistics technology, providing feedback to support ongoing efficiency and process improvements.

• Assist in developing proposals and presentation materials for prospective and existing accounts.

• All other duties as assigned.

NOTE: This job description is not intended to be all-inclusive. Employee may perform other related duties as needed to meet the ongoing needs of the organization.

Qualifications/Requirements:

• 5 years of Drayage booking experience required.

• 3 years of experience with customer service and problem solving in trucking or similar industry.

• 2 year of experience with billing or accounts receivable preferred.

• Advanced Microsoft Excel skills.

• Experienced and comfortable with multiple computer programs.

• Organizational skills, able to meet deadlines.

• Able to communicate clearly and collaborate.

• Detail oriented and produces accurate work.

• Thorough knowledge of the intermodal supply chain, including drayage management and Marine Terminal/Rail Ramp principles.

• Full working knowledge of and experience with customer contracts.

Knowledge/Skills/Abilities:

• Ability to organize and manage multiple projects simultaneously.

• Ability to respond quickly and effectively in a fast-paced environment.

• Ability to respond to inquiries or issues outside standard business hours, including early mornings, evenings, and occasional weekends, driven by vessel and gate schedules.

• Effective communication and negotiation skills.

• High level of verbal and written communication skills.

Working Conditions:

• Ability to operate standard office equipment and keyboards.

• Able to spend long periods of time at a computer station.

• Schedule is generally aligned with port gate hours (early morning through early evening) with regular need to monitor and respond outside that window, as vessel schedules and client needs require.