Account Manager - Inland / Final Mile

Account Manager For Inland Services

The Account Manager for Inland Services is responsible for strengthening customer relationships, driving service performance, and supporting business growth across assigned inland and final mile accounts. The role connects customer needs with Operations, Carrier Procurement, Pricing, and Systems to improve execution, resolve challenges, and identify opportunities for profitable growth.

Duties & Responsibilities:

• Own and strengthen relationships across an assigned portfolio, serving as the primary point of contact and trusted advisor.
• Understand customer objectives, shipping patterns, delivery requirements, facility constraints, communication preferences, and success measures.
• Establish a consistent customer communication cadence that includes performance updates, issue follow-up, documented next steps, and business growth.
• Lead internal account reviews and strategic discussions that connect customer priorities with Mohawk Global inland and final mile solutions.
• Build long-term partnerships that support customer satisfaction, retention, and account expansion.
• Partner with operational teams, primarily Inland, Import Operations, and Business Development, to ensure pickup, linehaul, appointment, delivery, proof-of-delivery, and exception-management activities align with customer commitments.
• Guide service transitions and location launches while maintaining continuity and clear ownership.
• Develop and maintain account-specific SOPs, routing instructions, escalation paths, reporting requirements, and service standards.
• Monitor shipment and delivery performance, including on-time service, exceptions, accessorial activity, claims trends, and recurring operational gaps.
• Coordinate solutions for time-sensitive, high-touch, appointment, inside-delivery, liftgate, white-glove, expedited, and other specialized final mile requirements included in the customer solution.
• Promote complete and accurate shipment documentation, status updates, proof-of-delivery records, and customer-facing reporting.
• Own internal customer-impacting escalations from acknowledgement through resolution, recovery communication, and documented closure.
• Analyze service failures and performance trends to identify root causes, corrective actions, owners, and due dates.
• Balance customer needs, carrier capability, operational feasibility, cost, and contractual requirements when developing solutions.
• Proactively identify risks related to capacity, delivery constraints, recurring accessorials, communication gaps, claims, or service inconsistency.
• Escalate material commercial, financial, compliance, or customer-retention risks to the appropriate leader.
• Coordinate across Operations, Carrier Procurement, Pricing, Systems, Sales, and Leadership to deliver consistent account outcomes.
• Lead Quarterly Business Reviews and other internal customer meetings using clear performance data, business insights, action plans, and growth recommendations.
• Communicate account health, opportunities, customer feedback, unresolved risks, and resource needs to leadership.
• Ensure handoffs between the internal customer, operations, and supporting functions are documented, timely, and understood.
• Provide guidance and knowledge sharing to account support and operational team members as appropriate.
• Manage portfolio performance with accountability for retention, revenue growth, service quality, and overall account health.
• Identify opportunities to expand internal customer relationships through additional lanes, modes, locations, service levels, or complementary logistics solutions.
• Partner with Pricing and Operations to evaluate margin performance, accessorial trends, service costs, and solution sustainability.
• Maintain accurate account documentation, customer commitments, forecasts, opportunity records, and meeting notes.
• Support billing accuracy and timely resolution of internal customer disputes, rate discrepancies, accessorial questions, and documentation gaps.

Benchmarks For Measuring Success:

• Maintains strong customer satisfaction and retention across the assigned portfolio.
• Improves on-time service, shipment visibility, delivery consistency, and issue-resolution performance.
• Completes scheduled business reviews and closes documented actions by agreed due dates.
• Reduces recurring escalations through root cause analysis and sustainable corrective action.
• Maintains current account documentation, SOPs, customer commitments, and performance reporting.
• Identifies and advances qualified opportunities for profitable account growth.
• Strengthens alignment and accountability across customer, operations, procurement, pricing, and systems teams.

Skills & Qualifications:

Technical Skills:

• Inland transportation and final mile delivery operations, terminology, service requirements, and exception management.
• Transportation management systems, shipment visibility tools, and customer reporting.
• Microsoft Excel and PowerPoint for performance analysis, business reviews, and action tracking.
• SOP development, process documentation, KPI reporting, and root cause analysis.
• Working knowledge of pricing, accessorials, proof of delivery, claims, appointment delivery, and specialized delivery requirements.
• Strong problem-solving skills related to deliveries and cross-dock services within the international logistics industry.

Business Skills:

• Account management, customer retention, and consultative relationship development.
• Commercial awareness, opportunity identification, and solution development.
• Negotiation, expectation management, and conflict resolution.
• Data interpretation, performance storytelling, planning, and prioritization.
• Ability to manage multiple accounts and urgent service issues while maintaining disciplined follow-through.

Leadership Skills:

• Ownership and accountability for account outcomes.
• Executive-ready communication and meeting facilitation.
• Cross-functional influence without direct authority.
• Sound judgment, decisive escalation, and disciplined follow-through.
• Coaching, knowledge sharing, and support of team development.

Required Qualifications:

• 3+ years of experience in transportation, logistics, final mile operations, account management, or a related field.
• Demonstrated ability to independently manage customer relationships and resolve complex service issues.
• Strong written, verbal, presentation, negotiation, and relationship-management skills.
• Experience using performance data and business reviews to drive corrective action and customer alignment.
• Proficiency with Microsoft Office applications and experience working in TMS, CRM, or shipment visibility systems.
• Experience within a 3PL, freight brokerage, managed transportation, inland, import, or final mile environment.

Preferred Qualifications:

• Experience understanding complex internal client requirements and developing tailored, scalable transportation solutions.
• Bachelor's degree in Business, Supply Chain, Logistics, or a related field.
• Experience with account implementations, SOP design, QBRs, margin review, and cross-functional improvement projects.

Office / Work Environment & Physical Demands

This position operates in a professional office environment (and/or remotely from a home office) with a quiet to moderate noise level and routinely requires the use of standard office equipment such computers, photocopying machines and storage/filing cabinets. This is a largely sedentary role, however, lifting items under 25 pounds as well as the ability to bend, stand and walk short distances may be required.

Travel Requirement: Quarterly travel for customer visits, business reviews, facility meetings, and internal meetings.

Mohawk Global is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or veteran status.

Equal Employment Opportunity is The Law

Employee Rights Under the FMLA

Employee Rights - Employee Polygraph Protection Act