Customer Account Specialist

Job Description

Job Description

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Carrier Account Specialist

Full-Time | Logistics / Transportation

 

ROLE OVERVIEW

The Account Specialist serves as the operational backbone for assigned customer accounts, owning shipment execution from creation through delivery. This role requires sharp attention to detail, fast response times, and the ability to proactively manage freight on track within a fast-paced logistics environment.

 

KEY RESPONSIBILITIES

• Act as the liaison between customers and internal teams, ensuring clear and accurate communication of all shipment requirements
• Own execution of assigned shipment workflows from creation through delivery, ensuring accuracy and completeness in the TMS
• Build, update, and manage shipments in internal and customer TMS systems, including appointments, status updates, and accessorial documentation
• Coordinate with Carrier Management to ensure on-time pickup and delivery and adherence to customer SLAs
• Monitor shipment status and carrier check calls, proactively identifying risks and taking corrective action
• Resolve day-to-day operational issues with urgency, communicating timely updates to all relevant stakeholders
• Handle customer-facing communication (calls, emails, facilities) with professionalism, clarity, and speed
• Schedule and coordinate appointments with facilities, ensuring all details are confirmed and accurate
• Send Proof of Delivery (POD) to appropriate customer contacts in a timely manner
• Maintain accurate accessorial charges and supporting documentation
• Create and maintain customer Standard Operating Procedures (SOPs)
• Identify and communicate process improvement opportunities based on operational performance and customer feedback
• Support account performance tracking by maintaining accurate data and assisting with reporting
• Begin developing foundational quoting skills by assisting with spot quotes and supporting AMs on pricing workflows

 

KEY SKILLS & COMPETENCIES

• TMS knowledge and data accuracy discipline
• Scheduling, coordination, and accessorial charges management
• Strong written and verbal communication with customers and internal teams
• Problem-solving with urgency and attention to detail
• SLA compliance and operational support
• Process improvement mindset and relationship management

 

PERFORMANCE INDICATORS

 

KPI

Description

Customer Response Time

Average time to respond to customer emails

On-Time Delivery

Percentage of shipments arriving on time

Data Completeness %

Accuracy and completeness of TMS records

QBR Performance

Customer quarterly review score

Internal Collaboration

Quarterly 360 peer review rating

 

WHAT SUCCESS LOOKS LIKE

• Executes assigned shipments quickly and accurately with minimal oversight
• Maintains strong response times and keeps stakeholders consistently informed
• Keeps shipments organized, updated, and clearly documented in the TMS
• Anticipates issues early and escalates risks before they impact service
• Demonstrates urgency and strong prioritization during high-volume periods
• Supports the team with clean data, clear communication, and reliable follow-through
• Shows steady growth in quoting knowledge, market awareness, and operational judgment

 

NEW HIRE EXPECTATIONS — 30 / 60 / 90 DAY RAMP

 

30 Days

60 Days

90 Days

Learn processes & systems: Revenova TMS, shipment workflows, and communication standards

Handle daily execution: Independently manage assigned shipments with clear, timely communication

Full ownership: Own execution for assigned accounts with minimal oversight and high reliability

Internal relationships: Build relationships with AMs, CAMs, CAS team, and understand workflows

Proactive execution: Monitor shipments, identify risks early, and take corrective action

Account support: Act as a trusted partner to AMs, proactively supporting account needs

Shipment basics: Accurately build loads, schedule appointments, update statuses, send PODs

Communication: Confidently communicate with customers, facilities, and internal teams

Escalation management: Handle issues with urgency, structure, and clear communication

TMS hygiene: Maintain clean, complete, and accurate data in all systems

Data accuracy: Maintain strong TMS discipline — timestamps, notes, accessorials

KPI consistency: Meet expectations on response time, data completeness, and execution quality

Responsiveness: Meet baseline expectations for communication and task completion

Prioritization: Effectively manage workload and time-sensitive shipments

Process improvement: Identify and suggest workflow or SOP improvements