The Operations Account Manager - Contract Logistics, plays a critical role in coordinating and executing highquality domestic freight solutions for our customers. This position manages shipments from initial planning through final delivery, ensuring accuracy, compliance, and exceptional service throughout the full lifecycle of movement. They are also directly responsible for rate negotiations, cost control, milestone management, and customer updates in real time.
Compensation: 83K-90K
Schedule: Monday - Friday 7am - 4:30pm
Responsibilities
- Plan, quote, enter, direct, and monitor domestic shipments from initiation to delivery.
- Ensure all customer instructions, service requirements, and operational notes are accurately entered into the system.
- Confirm all shipment milestones are present, properly sequenced, and updated throughout the lifecycle of the shipment.
- Collaborate with the operations team to determine optimal routing that meets the required service level.
- Negotiate rates with vendors and secure spot quotes as needed to support customer opportunities.
- Accrue vendor costs, reconcile variances, and resolve discrepancies in a timely manner.
- Prepare and send invoices to customers with full accuracy and supporting documentation.
- Ensure freight and documentation comply with all security, TSA, and company compliance programs.
- Track and monitor the entire process of cargo movement and provide customers with timely updates on movement details.
- Communicate proactively with internal teams, carriers, and customers to ensure issue escalation and resolution.
- Maintain organized shipment files, documentation, and audit‑ready records.
- Identify opportunities to streamline workflows and enhance customer experience.
- Support operational projects, continuous improvement efforts, and cross‑functional initiatives as needed.
- All other duties as assigned to meet evolving business needs.
Qualifications
- Education: High school diploma or GED/equivalent required; associate or bachelor’s degree preferred.
- Certification/Licensure: None required; industry‑related certifications a plus.
- Five (5) years freight forwarding operations or account management experience preferred.
- Strong understanding of domestic transportation, routing, and service-level requirements.
- Ability to multi‑task in a fast‑paced environment while maintaining high accuracy and attention to detail.
- Excellent communication, customer service, and relationship‑building skills.
- Demonstrated discretion and confidentiality in handling and protecting sensitive information.
- Technical: Proficient with common office technologies, including Windows PCs, Microsoft O365 (Outlook, Word, Excel, PowerPoint, etc.) and web conferencing (Teams, Zoom, Webex, etc.).
- Environment: Comfort commuting to/from and working in a 100% on‑site setting (listed in this posting), with travel for related meetings/events.
Skills Required
- High school diploma, GED, or equivalent
- Five years of freight forwarding operations or account management experience
- Strong understanding of domestic transportation, routing, and service-level requirements
- Ability to multitask in a fast-paced environment while maintaining accuracy and attention to detail
- Excellent communication, customer service, and relationship-building skills
- Discretion and confidentiality when handling sensitive information
- Proficiency with Windows PCs, Microsoft 365, and web conferencing tools
- Ability to work in a 100% onsite setting
- Associate or bachelor's degree
- Industry-related certifications
What We Do
Forward Air Corporation is an asset-light freight and logistics company that provides ground transportation and related shipping services to the North American air freight and expedited LTL market. It offers a reliable, cost-effective alternative to air transportation through accelerated, time-definite surface shipping. The company serves as a single-source provider for the wholesale transportation community, including logistics companies, freight forwarders, and air cargo carriers.
