Operational Account Manager, Cloud Freight Operations, Road US

Operational Account Manager, Cloud Freight Operations, Road USLancasterNearest Major Market: Dallas Nearest Secondary Market: Fort WorthThe Operational Account Manager, Cloud Freight Operations is an integral member of the DSV Road US team responsible for managing customer relationships and overseeing the successful execution of freight brokerage operations for high-risk, high-value (HRHV) freight supporting cloud computing customers. This role serves as a primary point of contact for assigned customers and works closely with Carrier Sales, carriers, internal departments, and other business partners to coordinate transportation solutions, ensure service and security requirements are met, and provide proactive communication throughout the shipment lifecycle. The Operational Account Manager is responsible for the day-to-day performance and development of assigned accounts, including shipment execution, pricing, service performance, issue resolution, reporting, and identifying opportunities to expand existing customer relationships. The position requires strong operational judgment, attention to detail, responsiveness, and the ability to effectively manage time-sensitive and high-value freight in a fast-paced transportation environment.Duties & Responsibilities:Serve as a primary point of contact for assigned cloud computing customers and develop strong, long-term relationships through proactive communication and consistent service.Manage day-to-day freight brokerage activities for assigned accounts, ensuring customer transportation requests are executed accurately, efficiently, and in accordance with established service and security requirements.Coordinate the movement of HRHV freight from pickup through final delivery, maintaining visibility throughout the shipment lifecycle.Review customer shipment requests and determine appropriate transportation solutions based on service requirements, capacity, pricing, security considerations, and other customer-specific needs.Partner closely with Carrier Sales to identify qualified capacity and transportation solutions that meet customer, operational, and shipment requirements.Provide pricing guidance and direction to Carrier Sales based on customer requirements, market conditions, available capacity, service expectations, and account strategy.Negotiate rates and service requirements with transportation carriers and providers, as appropriate.Ensure customer-specific handling, communication, tracking, and security requirements are understood and communicated to appropriate internal teams and transportation providers.Monitor active shipments and proactively communicate shipment status, milestones, delays, exceptions, and other relevant information to customers and internal stakeholders.Identify and respond to shipment exceptions, service failures, delays, or other operational concerns and coordinate timely resolution with customers, carriers, and internal partners.Escalate significant service, security, or operational concerns in accordance with established procedures.Maintain accurate and timely shipment, customer, carrier, pricing, and operational information within the Transportation Management System (TMS) and other required systems.Collaborate with Carrier Sales and other internal departments to ensure customer expectations and operational requirements are consistently met or exceeded.Analyze account activity, transportation spend, service performance, shipment trends, and other operational data to identify risks, trends, and opportunities for improvement.Prepare and present customer reporting, including spend, service, operational, and performance metrics, as required.Conduct regular customer meetings, including Monthly Business Reviews (MBRs) and Quarterly Business Reviews (QBRs), as appropriate.Identify opportunities to expand existing customer relationships through additional lanes, services, shipment volume, or other transportation needs.Research and develop growth opportunities within assigned branch house accounts and support new customer opportunities as assigned.Partner with customers and internal stakeholders to develop solutions that improve service, efficiency, profitability, and overall account performance.Maintain knowledge of transportation market conditions, carrier capacity, pricing trends, customer requirements, and available service solutions.Build and maintain effective working relationships across departments, business units, customers, carriers, vendors, and other external business partners.Maintain confidentiality and appropriately handle sensitive customer, shipment, pricing, and business information.Perform other duties, responsibilities, and project work as assigned by management.Qualifications & Experience:High school diploma or equivalent required. Bachelor's degree in Business Administration, Logistics, Supply Chain Management, Transportation, or a related field preferred.Minimum of 3 years of experience in logistics, transportation, freight brokerage, account management, or a related field required; 5 or more years preferred.Experience working within freight brokerage or transportation operations strongly preferred.Experience managing customer relationships within a transportation, logistics, or supply chain environment preferred.Experience with high-value, high-risk, time-sensitive, or other specialized freight preferred.Experience with transportation pricing, carrier negotiations, capacity management, and freight brokerage operations preferred.Experience working with Transportation Management Systems (TMS) required.Skills & Competencies:Strong customer relationship management and service orientation.Strong understanding of freight brokerage and transportation operations.Excellent verbal, written, and interpersonal communication skills.Strong negotiation, influencing, and problem-solving skills.Ability to make sound decisions and respond effectively to time-sensitive operational issues and shipment exceptions.Strong analytical skills with the ability to interpret operational, financial, and service data and identify trends or opportunities.Strong proficiency in Microsoft Excel and working knowledge of Microsoft Word, PowerPoint, Teams, Outlook, and other standard business applications.Strong organizational and prioritization skills with the ability to manage multiple customers, shipments, and operational priorities simultaneously.High attention to detail and commitment to accuracy, particularly when managing sensitive and high-value freight.Ability to work effectively in a fast-paced, deadline-driven environment with frequent changes and competing priorities.Ability to work independently while collaborating effectively with customers, carriers, and cross-functional teams.Strong sense of urgency and ability to remain responsive to changing customer and operational needs.Strong mathematical aptitude, including calculations related to transportation rates, pricing, margins, and account performance.Ability to exercise discretion and appropriately handle confidential and sensitive customer and business information.Ability to adapt to changing business needs and work flexible hours when required to support customer and operational requirements.Physical Demands:While performing the duties of this position, the employee is regularly required to sit and work at a computer for extended periods; frequently use a keyboard, mouse, telephone, and other standard office equipment; and communicate with others in person, by phone, and through electronic means.The employee is also regularly required to stand and walk throughout the office to meet and collaborate with employees, departments, and other business partners.The position may require occasional bending, reaching, and lifting or moving items weighing up to 20 pounds.Work Environment:This position is primarily performed in a professional office environment and requires regular, in-person attendance at the assigned DSV location.The role requires extensive use of computers, phones, email, Transportation Management Systems (TMS), and other business applications throughout the workday.The employee will regularly interact and collaborate with customers, carriers, vendors, employees, leaders, and other departments or business units through in-person meetings, phone calls, email, virtual meetings, and other forms of communication.The position requires the ability to move throughout the office as needed to collaborate with other teams and support day-to-day business operations.The work environment is fast-paced and may involve multiple competing priorities, frequent interruptions, time-sensitive requests, shipment exceptions, and changing operational needs.The noise level is generally consistent with a professional office environment and may vary based on surrounding business activity.Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions of the position within the described physical demands and work environment.The expected base pay range for this position is $70,000.00 – $80,000.00 Annual. Actual compensation will be determined based on job-related factors such as relevant experience, skills, education, certifications, and geographic location, in accordance with applicable laws and company policy.Information regarding DSV's benefits offerings, including eligibility, coverage options, and plan details, is available through the DSV Benefits Showcase. Benefits, programs, and eligibility may vary by location and division in accordance with applicable state and local laws.DSV is an equal employment opportunity employer. Candidates are considered for employment without regard to race, creed, color, national origin, age, sex, religion, ancestry, disability, veteran status, marital status, gender identity, sexual orientation, national origin, or any other characteristic protected by applicable federal, state or local