Manager, Customer Accounts

Why Work for KeHE?

Full-time

Pay Range: $76,230.00/Yr. - $111,804.00/Yr.

Shift Days:, Shift Time:

Benefits on Day 1

• Health/Rx
• Dental
• Vision
• Flexible and health spending accounts (FSA/HSA)
• Supplemental life insurance
• 401(k)
• Paid time off
• Paid sick time
• Short term & long term disability coverage (STD/LTD)
• Employee stock ownership (ESOP)
• Holiday pay for company designated holidays

Overview

At KeHE, we're obsessed with creating solutions, unboxing potential, and serving others – and it all starts with you. As an employee-owned distributor of natural and organic, specialty, and fresh products, we're committed to making a positive impact and scaling our success together. With a culture that fosters development and opportunity, you'll be embarking on a career that's moving forward. When you join KeHE, you're becoming part of a team that is a force for good.

Primary Responsibilities

The Customer Accounts Manager is responsible for managing and growing a portfolio of customer accounts by delivering outstanding service execution and identifying opportunities for expansion. This role plays a critical part in customer retention and development by understanding unique business needs, proposing tailored logistics solutions, and maintaining a high level of operational performance. In addition to driving customer growth, this individual leads a team of Logistics Coordinators and Freight Brokers, overseeing daily operations and ensuring each shipment is executed accurately, on time, and within cost targets. This role requires strong cross-functional collaboration, problem-solving under pressure, the ability to balance service with profitability, and an operational leader who thrives in a fast-paced brokerage environment. As with all positions at KeHE Distributors, we expect that all actions will be consistent with KeHE's Mission, Vision, and Values.

Essential Functions

DUTIES, TASKS AND RESPONSIBILITIES:

Customer Development & Relationship Management

• Build strong relationships with assigned customer accounts, ensuring a high level of satisfaction and responsiveness.
• Manage customer escalations and serve as the primary stakeholder for customer issue resolution
• Understand customer supply chain goals and develop tailored solutions to meet service and cost performance expectations.
• Identify and pursue opportunities to grow wallet share with existing customers through additional services, lanes, and modes.
• Proactively gather feedback to uncover unmet needs, service gaps, or future business opportunities.
• Monitor and report out account-level and customer portfolio financial performance; including revenue, gross margin, and cost-to-serve contribution analysis.
• Lead new customer onboarding by gathering service expectations, defining internal requirements, and documenting process and procedures.
• Leads pricing support for existing accounts and new opportunities, ensuring profitability and competitiveness.
• Lead the development of customer QBRs, reviewing past performance and driving mutual goal setting

Operational Execution & Load Management

• Oversee day-to-day freight execution for all shipments within assigned book of business.
• Direct team responsibilities across order entry, load planning, carrier selection, track & trace, exception management, and shipment closure.
• Ensure carrier assignments are cost-effective, policy compliant, and aligned with service requirements.
• Use TMS and reporting tools to maintain visibility into shipment statuses, service performance, and cost metrics.
• Collaborate with Carrier teams to ensure consistent access to reliable carrier coverage.
• Ensure accurate and timely updates in systems to support clean billing and customer communication.
• Coordinate with Finance and Billing teams to ensure clean invoicing, correct documentation, and resolution of discrepancies.
• Contribute to internal process improvements and adoption of tools/technologies that enhance efficiency and scalability.

People Leadership & Cross-Functional Collaboration

• Lead, coach, and mentor a team of Logistics Coordinators and Freight Brokers to meet service expectations and productivity goals.
• Set clear performance expectations, provide regular feedback, support professional development for team members, and conduct team huddles, 1:1s, and performance reviews.
• Foster a collaborative, accountable, and results-driven team culture along with supporting hiring, onboarding, and training of new team members.
• Other duties and projects as assigned.

Skills, Knowledge and Abilities:

• Deep knowledge of freight brokerage operations, market cycles, and shipper expectations
• Demonstrated leadership abilities with a focus on team development, accountability, and performance.
• Strong customer service orientation with a focus on responsiveness, communication, and problem resolution.
• Excellent negotiation, business acumen, and decision-making skills
• Proficiency with Transportation Management Systems (TMS) and Microsoft Office Suite.
• Strong analytical and financial comprehension, particularly around margin and pricing strategy.
• Ability to multitask, prioritize, and thrive in a high-volume, fast-paced brokerage environment.
• Knowledge of transportation compliance and industry best practices.
• Ability to travel as required by the company.

Minimum Requirements, Qualifications, Additional Skills, Aptitude

Education and Experience:

• Bachelor's degree in Business, Supply Chain Management, Logistics, or a related field preferred.
• Minimum of 5 years of experience in freight brokerage, 3PL, or transportation operations.
• Minimum of 3 years of experience in leadership or account management capacity.
• Experience managing customer relationships and delivering results in a freight brokerage or transportation environment.

Physical Requirements:

• Must be able to sit or stand for extended periods.
• Use of computer and phone on a daily basis.
• Minimal travel may be required (e.g., to trade shows, customer, or carrier visits).

Equal Employer Opportunity Statement

KeHE Distributors provides equal employment opportunities to all employees and applicants for employment and prohibits all forms of discrimination and harassment on the basis of race, color, religion or faith, sex, gender, age, ancestry, national origin, mental or physical disability or medical condition, sexual orientation, gender identity or expression, marital status, military or veteran status, genetic information, or any other category protected under federal, state, or local law. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training as well as the administration of all Human Resources and Talent Acquisition processes.