Account Manager

Description

THE POSITION

Under the direction of the Senior Account Manager, the Account Manager serves as a primary point of contact and internal advocate for the assigned customer team. This role is responsible for understanding each customer’s business, managing day-to-day transportation requirements, and coordinating with shippers, receivers, and cross-functional Evans teams to ensure complete and accurate shipment execution. The Account Manager proactively communicates shipment status, identifies and resolves service risks, builds trusted customer relationships, retains and grows assigned accounts, and delivers operational and financial results.

Requirements

ROLES AND RESPONSIBILITIES

· Customer relationships and advocacy: Build trusted, consultative customer relationships; understand business objectives and account requirements; serve as the internal advocate and maintain ownership of requests and service issues through resolution.

· Customer knowledge and expectations: Understand customer products, facilities, stakeholders, shipment patterns, service expectations, communication preferences, and contractual requirements. Set realistic expectations for capacity, pricing, transit time, and appointments.

· Shipment execution: Accept tenders, build loads, schedule pickup and delivery appointments, process inbound, outbound, and return shipments in MercuryGate and applicable tools. Maintain accurate shipment records and documentation.

· Visibility and proactive communication: Provide timely shipment updates, customer portal milestones, and daily reporting. Communicate risks, delays, changes, and corrective actions before customers need to request an update.

· Exception management and service recovery: Identify issues, coordinate internal resources, troubleshoot exceptions, manage freight claims with internal support, and lead customer follow-up through root-cause review and corrective-action completion. Escalate complex matters to the Senior Account Manager.

· Cross-functional partnership: Build strong relationships with internal teams; communicate customer priorities and requirements clearly and verify alignment before implementation.

· Account strategy and financial performance: Monitor KPIs and financial results; support customer reporting, business reviews, strategic account plans, billing issue resolution, and contractual and spot pricing. Manage customer bid boards and understand customer and carrier rating requirements for accurate quotes.

· Continuous improvement: Solicit customer feedback, identify recurring themes, and recommend improvements to service, visibility, cost, and operational efficiency.

PREFERRED QUALIFICATIONS AND REQUIREMENTS

Education: Bachelor’s degree preferred.

Experience / Training: Transportation industry experience and working knowledge preferred, but not required.  Excellent critical thinking and problem-solving skills; strong organization and ability to manage multiple priorities. 

Licenses / Certifications: None specified.

Technology / Equipment: Experience with transportation management software, including MercuryGate, preferred but not required.

Licenses / Certifications: None specified.

Technology / Equipment: Ability to use a keyboard, calculator, telephone, and applicable business systems.

PHYSICAL AND MENTAL DEMANDS

While performing the duties of this job, the employee must be able to continuously sit, use a keyboard, calculator, and telephone. The employee is occasionally required to stand, walk, stoop, and/or kneel. The employee must occasionally lift and/or move up to 10 pounds while moving files or small packages. Specific vision abilities required by this job include close vision and the ability to adjust focus. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

The mental and physical requirements described here are representative of those that must be met by an individual to successfully perform the essential functions of this position.

WORK ENVIRONMENT

Work is performed in an office environment. The noise level in the work environment is usually moderate. The work environment characteristics described here are representative of those an individual encounters while performing the essential functions of this position.

The work environment characteristics described here are representative of those an individual encounters while performing the essential functions of this position.