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Manages customer accounts and daily communications, resolves shipment escalations, develops truckload capacity solutions, coordinates pricing and tracking, transmits shipment pre-alerts, and prepares recurring customer reports. Requires strong communication, negotiation, organization, transportation industry knowledge, and experience with capacity boards and transportation management systems.

Sources and confirms ground freight carrier capacity, dispatches shipments, books pickup and delivery appointments, monitors in-transit ETAs, maintains tracking and milestones, audits final carrier charges, and resolves service or cost issues. The role coordinates with carriers and internal teams across multiple shifts, ensures compliance with equipment and driver requirements, manages appointment changes, escalates coverage or service failures, and completes accurate handoffs and billing-ready files.

Leads an account coordination team responsible for booking quality, consolidation decisions, customer communications, escalations, shipment exceptions, and account performance. Supervises coordinator coverage, onboarding, coaching, and performance management. Uses Power BI and operational reporting to identify defects, improve processes, and develop SOPs. Partners with operations, capacity, program management, and customers to resolve service issues and improve freight workflows.

Delivers onboarding and retraining on company systems, processes, Power BI, and operational workflows. Assesses KPI gaps to identify training needs, verifies employee proficiency, maintains training records, and supports compliance. Collaborates with Operations, Compliance, HR, and Technology to improve training materials, implement best practices, and support global process consistency.

Coordinates ground freight bookings from customer requests through shipment execution. Builds and validates orders in customer and transportation management systems, reviews loads for consolidation opportunities, confirms appointments, communicates shipment status, monitors operational boards, and escalates exceptions. The role owns customer-facing communication, coordinates updates across internal teams and systems, and identifies recurring process or tooling gaps. Experience with freight or 3PL operations, domestic ground transportation, TMS platforms, appointment scheduling, and shipment documentation is required.

Monitors shipments from pickup through delivery, updates shipment details in a transportation management system, communicates with carriers and drivers, secures shipping documentation, and escalates service issues. Collaborates with account management, sales, and carrier teams to meet service expectations and keep clients informed. Requires strong communication, organization, problem-solving, multitasking, U.S. geography knowledge, and Microsoft Excel proficiency.