Freight Account Manager

About AMZ Prep

AMZ Prep is a fast-growing, technology-driven third-party logistics (3PL) and fulfillment company supporting brands across North America. We combine innovative technology, data, and operational expertise to deliver scalable logistics solutions.

We operate with the speed and mindset of a technology company, where accountability, collaboration, and continuous improvement are part of how we work.

Our Core Values

• Win Relentlessly

We are driven to succeed, push for results, and continuously improve the value we deliver to our customers. We approach challenges with determination, urgency, and a commitment to excellence.

• Own the Outcome

We take full responsibility for our work, from start to finish. We demonstrate initiative, solve problems proactively, and follow through on commitments to deliver results.

• Be Humbly Confident

We bring expertise, confidence, and strong opinions while remaining open to feedback, collaboration, and continuous learning. We value teamwork and recognize that the best ideas can come from anyone.

• Obsess Over Data

We make informed decisions based on facts, measurable results, and meaningful insights. We use data to identify opportunities, improve performance, and drive accountability.

Position Overview

AMZ Prep is seeking a results-driven Freight Account Manager to take full ownership of an assigned portfolio of freight accounts.

This is a revenue-generating, relationship-focused position responsible for customer retention, account growth, gross profit performance, and issue resolution.

The successful candidate will manage the commercial relationship from end to end, ensuring freight moves efficiently, customers receive exceptional service, and opportunities for growth are consistently identified and pursued.

This is not a traditional freight coordinator or dispatch position. The Freight Account Manager is accountable for the overall success and profitability of their assigned book of business, working independently while collaborating with internal operations and dispatch teams.

Key Responsibilities

1. Account Ownership & Retention

• Take full ownership of an assigned portfolio of non-Pattern freight accounts, including Amazon, Walmart, Middle Mile Plus, internal transfers, and standard freight.
• Serve as the primary customer relationship manager for all assigned accounts.
• Maintain strong customer relationships to maximize retention and long-term satisfaction.
• Monitor account performance, customer concerns, and potential churn risks.
• Take accountability for revenue, gross profit, retention, and service performance across the assigned portfolio.

2. Revenue Growth & Profitability

• Identify and pursue opportunities to expand freight volume and revenue within existing accounts.
• Proactively engage customers to secure additional freight opportunities.
• Prepare competitive freight quotations while maintaining targeted gross profit margins.
• Track quoted opportunities, conversion rates, and overall book growth.
• Develop account growth strategies that support revenue and profitability objectives.

3. Customer Relationship Management

• Lead Monthly Business Reviews (MBRs) and Quarterly Business Reviews (QBRs) for assigned accounts.
• Establish and maintain a consistent schedule of customer business reviews.
• Present account performance, service metrics, growth opportunities, and improvement initiatives.
• Identify customer risks and address concerns proactively.
• Maintain clear, timely, and professional customer communication.

4. Escalation & Issue Resolution

• Take end-to-end ownership of customer escalations, service issues, disputes, and commercial concerns.
• Coordinate with internal departments to ensure issues are resolved promptly and effectively.
• Maintain a customer response time of less than two business hours.
• Ensure outstanding issues are actively managed, with a goal of zero unresolved issues aged 48 hours or more.
• Keep customers informed throughout the resolution process and ensure issues are fully closed.

5. Freight Pricing & Operational Coordination

• Source competitive freight rates directly from carrier partners.
• Prepare freight pricing and quotations based on customer requirements and profitability targets.
• Coordinate with the Dispatch team to ensure approved freight movements are processed and executed.
• Maintain clear accountability between commercial ownership and dispatch execution.
• Provide first-leg support for Pattern/Middle Mile freight when required.
• Participate in Pattern account business reviews as needed, while the assigned Customer Success Manager retains overall account ownership.

Scope of Responsibility

The Freight Account Manager Owns:

• Assigned non-Pattern freight accounts and customer relationships.
• Revenue, gross profit, customer retention, and account growth.
• Customer business reviews and commercial account planning.
• Freight sourcing, pricing, and quotation management.
• Customer escalations and issue resolution.
• Communication responsiveness and customer satisfaction.

Outside the Scope of This Position:

• Direct dispatch execution and Bill of Lading (BOL) processing.
• Ownership of Pattern freight beyond first-leg support.
• New customer acquisition outside the assigned book of business.

Qualifications and Experience

• Previous experience in freight brokerage, transportation, logistics account management, or a related 3PL environment.
• Demonstrated ability to independently manage and grow a portfolio of customer accounts.
• Strong understanding of freight pricing, carrier sourcing, transportation operations, and gross profit management.
• Proven ability to build customer relationships, improve retention, and identify revenue opportunities.
• Experience managing customer escalations and resolving complex service issues.
• Strong commercial judgment, negotiation, and problem-solving skills.
• Experience conducting customer business reviews and presenting performance results.
• Strong organizational skills with the ability to manage multiple accounts and competing priorities.
• Proficiency with Google Sheets, transportation management systems, and customer communication platforms.
• Excellent verbal and written communication skills.
• A proactive, accountable, and results-oriented approach to customer service.

Key Performance Indicators (KPIs)

Weekly Performance Metrics

• Loads Completed: Total freight loads completed across the assigned portfolio.
• Customer Response Time: First response within 2 business hours.
• Outstanding Issues: Zero unresolved issues aged 48 hours or more.
  

Monthly and Quarterly Performance Metrics

• Revenue Performance: Total revenue generated from the assigned book of business.
• Gross Profit: Gross profit dollars and percentage achieved.
• Customer Retention: Percentage of assigned customers retained.
• Account Growth: Revenue growth generated from existing customers.
• Business Reviews: Percentage of scheduled MBRs and QBRs successfully completed.
• Quote Win Rate: Percentage of quoted opportunities converted into business.
• Issue Resolution: Average time required to fully resolve customer issues.

Three Primary Measures of Success:

1. Retain and protect the existing customer portfolio.
2. Grow revenue and gross profit from assigned accounts.
3. Resolve customer issues quickly and effectively.

Systems and Tools

Front – Customer Communication

Manage all customer communication through Front, ensuring visibility, accountability, and accurate documentation of customer interactions.

Relay – Transportation Management System (TMS)

Use Relay daily to monitor freight activity, support account management, and maintain operational visibility.

Google Sheets – Reporting & Account Management

Maintain freight pricing, account tracking, revenue analysis, and customer growth plans.

Phone, Email & Customer Communication

Maintain proactive, responsive communication with customers and internal stakeholders, particularly when addressing urgent operational issues.

What Success Looks Like

The successful Freight Account Manager takes complete ownership of their assigned accounts, builds trusted customer relationships, and consistently delivers measurable commercial results.

They anticipate challenges before they escalate, identify opportunities to grow existing business, and collaborate effectively with operations to ensure a seamless customer experience.

Above all, they demonstrate AMZ Prep's core values through accountability, urgency, data-driven decision-making, and a relentless commitment to customer success.