Lead Customer Account Manager, Brokerage

Overview:

This position will have multiple direct reports and reports to the Operations manager or Director of operations.

Responsibilities:

• Effectively leading a group of operations reps and responsible for interviewing, training, mentoring, managing schedules and directing work.
• Successfully setting goals for meeting shipper KPIs/execution and measuring results and identifying and managing gaps of operations reps.
• Collaborating with leadership and HR to make decisions on hiring and terminations for direct reports based on NFI’s people management policies.
• Effectively manage operations and communications to meet shipper KPI’s and expectations for assigned accounts.
• Countinously seek and identify opportunities for growth and proactively communicate challenges, risks etc with branch leadership and sales.
• Further develop 3x3 relationships at the shipper operations levels.
• Support branch leadership and sales in account growth strategy initiatives.
• Skilled Management of Rates & Services with clients for FTL, LTL, and Intermodal services.
• Develop, implement, and manage SOP’s for each account managed by the assigned operations group and maintain customer service concepts and rates implemented
• Proper positioning of brokerage services within NFI network.
• Response to sales inquiries and providing pricing on transactional based business as well as providing pricing proposals where applicable.
• Ensuring proper follow up and management of all loads.
• Breaking through internal obstacles that limit growth/service consistent with NFI deliverables.
• A detail orientated mindset associated with managing 1 or multiple NFI customer accounts.
• Using available internal and industry tools to identify potential improvements and best practices for customers operations
• Clear communication of service expectations.
• Foster speed, efficiency and effectiveness in brokerage operations through collaboration with all NFI Departments and willingness to do “Whatever it takes” to ensure customers’ needs are met.

Qualifications:

• BA or BS Degree preferred
• Minimum 5 years of Brokerage/logistics experience preferred working with domestic truckload, LTL, and intermodal shipments.
• Familiarity with DOT trucking regulations (Hours of Service, Claims etc)
• Proficient in using MS Office Applications (Word, Excel, PowerPoint)
• Ability to work in fast paced environment that involves learning and using multiple applications and handling a high volume of phone calls
• Excellent oral and written communication skills
• Rudimentary knowledge of TMS programs used for brokerage services
• Familiarity with External and Internal NFI pricing tools
• Individual commitment towards sharpening existing or acquiring new skills as required by demands of the business or customers.
• Ability to work a flexible schedule based on shipment volume.

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

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.