About the Role
We’re looking for a Freight Account Manager to manage and grow an assigned book of freight customers. This role goes beyond coordinating loads - you’ll take ownership of customer relationships, freight pricing, revenue, gross profit, retention, and issue resolution.
You’ll work directly with customers and carriers while partnering with Dispatch to ensure freight is priced correctly, moved efficiently, and customer issues are resolved quickly.
What You’ll Do
Own an assigned book of non-Pattern freight accounts
Manage customer relationships and act as the primary point of contact
Own revenue, gross profit, retention, and account growth
Quote freight, source carrier rates, and win additional business within your existing accounts
Conduct regular MBRs and QBRs and proactively identify account risks
Own customer escalations and commercial issues through to resolution
Respond to customer requests within 2 business hours
Source and price loads, then hand them off to Dispatch for execution
Work closely with Dispatch to ensure loads move smoothly and customer expectations are met
Support Pattern/Middle Mile operations on leg 1 only
What You Won’t Do
How Success Is Measured
Revenue and GP growth
Customer retention
Growth within your existing book
Quote/win rate
Loads completed
Response and issue-resolution time
MBR/QBR completion
No customer issues aged 48+ hours
The priorities are simple: keep the book, grow the GP, and close issues fast.
What We’re Looking For
Experience in freight, logistics, transportation, 3PL, or customer/account management
Strong customer service and relationship-building skills
Understanding of freight pricing, carrier rates, and transportation operations
Strong communication and problem-solving skills
Highly organized and able to manage multiple priorities
Comfortable working with revenue, margins, rates, and spreadsheets
Proactive and responsive when issues arise
Strong ownership mentality - you see an issue through until it’s resolved
Tools
Front | Relay TMS | Google Sheets | Phone | Email | Text
This is a hands-on role for someone who takes ownership, moves quickly, and is accountable for the customer and the freight - not just the task.
