Customer Service Manager

About American Diamond Logistics American Diamond Logistics (ADL) is a fully licensed domestic and international 3PL specializing in FTL, LTL, and Warehousing. We’ve built our business by getting back to the basics; treating people the right way and executing at a high level on every shipment, supported by a growing tech stack. As we expand, we’re building a team that operates with urgency, accountability, and a “Whatever it Takes” mentality to deliver for our customers. The Opportunity This is a leadership role, not an individual-contributor account seat. You’ll lead, develop, and hold the standard for ADL’s Account Manager team across our Fort Worth and Houston operations. Your mission is simple: make every Account Manager better. You’ll do that through coaching, clear metrics, and being the leader on the floor when things get hard. This is a player-coach role. You can step into any AM seat and run the work yourself - cover a load, save an account, handle a tough customer - but stepping in is a tool, not the job. You are measured by the success of your team, not by your own book of business. You’ll own the performance, consistency, and growth of the account management function: setting the KPIs that define what “good” looks like, building the playbook that gets everyone there, and removing whatever’s in your team’s way. You’ll report directly to the Director of Operations. If you’ve been a strong operator and you’re ready to multiply yourself through a team, this is that role. What You’ll Own Lead, coach, and develop ADL’s Account Manager team across our Fort Worth and Houston operations Establish, track, and maintain individual and team KPIs and metrics - and hold the team accountable to them Serve as the floor leader and primary escalation point for service issues, difficult customers, and execution breakdowns Step into any AM role when needed to keep freight moving and service commitments met, without losing focus on developing the team Run regular 1:1s, performance reviews, and structured ramp plans for new hires Build and standardize SOPs and best practices so service stays consistent across every account and location Partner with leadership and Sales on account strategy, RFP/bid support, and pricing coordination Identify coaching and training gaps; develop AMs toward the next level Monitor daily shipment activity and team workload; rebalance accounts and jump in when the team is underwater Drive process and reporting improvements, including dashboards and metrics within our TMS Own customer retention and account-health outcomes for the book your team manages What We’re Looking For 5+ years in transportation/logistics, with 3PL/brokerage experience required 2+ years direct leadership experience Deep operational understanding of how freight moves Proven ability to build and use metrics to drive performance Strong coach and communicator: direct, steady under pressure, and solutions-first Highly organized, with the ability to manage competing priorities across multiple accounts and people Self-starter with a strong sense of urgency and accountability Comfortable operating in an evolving, build-from-scratch environment Proficiency in Microsoft Office (Excel required); comfort with TMS reporting a plus Why This Role Build the standard for a growing, multi-location account management team Direct exposure to leadership and real-time decision-making Ability to shape service standards, processes, and the customer experience Clear path for growth as ADL scales Competitive base salary with long-term upside Location On site in N Fort Worth, TX 76177 #J-18808-Ljbffr