Customer Solutions Manager

Job Description

Job Description

Customer Solutions Manager

Location: Atlanta, GA — ideally East/South Atlanta
Schedule: Monday–Friday, in-office
Compensation: $100,000–$110,000 base + incentive plan
Benefits: Healthcare and 401(k) matching

About the Company

A well-established, integrated transportation and logistics provider with a strong presence throughout the Southeast is expanding its brokerage operation and looking to add a Customer Solutions Manager to its leadership team.

The company operates across brokerage, warehousing, trucking, and integrated logistics, with approximately $35M in brokerage revenue, 20M square feet of warehouse capacity across the lower 48 states, approximately 550 trucks, and 3,500 drive-in trailers. The organization has built a strong reputation for operational excellence, customer service, and long-term employee relationships.

The company is in an exciting period of growth, expanding its integrated brokerage model and leveraging its asset network and power-only capabilities to create additional capacity and customer opportunities.

Position Overview

The Customer Solutions Manager will lead a team of approximately 10 Account Managers/Solutions Managers, providing leadership, coaching, customer escalation support, and commercial guidance.

This is a hands-on leadership position focused on improving team performance, customer retention, pricing, and profitability. The ideal candidate will be a proven people manager who can motivate an experienced team, create accountability, and help identify opportunities to improve margins and customer relationships.

The position reports directly to the brokerage leadership team.

Key Responsibilities

• Lead, coach, and develop a team of approximately 10 Account Managers.
• Provide day-to-day leadership, support, and accountability for the customer solutions team.
• Improve team morale, engagement, ownership, and overall performance.
• Serve as an escalation point for complex customer issues and unique service situations.
• Ensure Account Managers are effectively communicating with customers and Business Development Managers.
• Help the team identify opportunities to upsell services and modes based on customer needs.
• Review pricing and quoting practices to identify opportunities for improved profitability.
• Analyze margins, accessorials, and customer-specific opportunities to improve brokerage profitability.
• Help determine which customers and opportunities should receive additional attention.
• Partner with outside sales/Business Development Managers on customer onboarding, account development, and escalations.
• Ensure appropriate staffing and coverage for customer accounts, including weekend-shipping customers.
• Conduct performance reviews and provide ongoing coaching and feedback.
• Develop employees and establish clear ownership of processes and customer relationships.
• Support the continued growth of the brokerage and integrated transportation model.
• Utilize Salesforce and available data to monitor customer activity, performance, and opportunities.
• Encourage greater communication between teams, including increased phone interaction when email is insufficient.

What Success Looks Like

A major objective for this position will be improving brokerage profitability.

The company currently operates at approximately 11.5% margins and views increasing that figure toward 12.5% as a significant measure of success. The successful leader will help the team become more strategic in quoting, customer management, accessorials, and overall margin management.

Ideal Candidate

The company is looking for someone with:

• Proven management experience, preferably within transportation, logistics, freight brokerage, or a related environment.
• Strong experience leading and developing customer/account management teams.
• Experience with truckload, power-only, and/or drayage.
• Strong understanding of freight pricing, margins, and profitability.
• Ability to coach experienced individual contributors and establish credibility with a tenured team.
• Strong customer escalation and problem-solving skills.
• Ability to balance customer service with commercial and financial objectives.
• Strong communication skills and a hands-on management style.
• Ability to relate to employees across different experience levels and generations.
• A willingness to challenge existing processes and introduce better ways of doing things.
• A stable employment history; the company is not interested in candidates who change jobs every year.

Candidates can come from either the brokerage/customer solutions side or carrier/asset side, provided they have the necessary management and commercial experience.