account manager

*Position Overview*

The Account Manager plays a critical role in delivering exceptional customer experiences by serving as the primary point of contact for shipment-related inquiries. This role focuses on proactive communication, shipment coordination, issue resolution, and operational accuracy within a fast?paced logistics environment.

The ideal candidate is detail?oriented, customer?focused, and able to multitask while maintaining strong internal and external relationships.

*Key Responsibilities*

*Customer Support & Communication*

• Act as the primary point of contact for customers regarding shipment status, delivery updates, and service inquiries.
• Provide professional, timely responses to customer inquiries via phone, email, and transportation management systems (TMS).
• Proactively communicate updates related to load tracking, appointment scheduling, and potential service delays.
• Build and maintain strong customer relationships to promote satisfaction, retention, and repeat business.

*Shipment Coordination*

• Collaborate closely with carrier sales, dispatch, and operations teams to schedule and manage shipments.
• Monitor freight movement from pickup through delivery to ensure on?time performance.
• Update and maintain accurate shipment data, statuses, and notes in the TMS (Citrix).
• Support load tenders, rate confirmations, and required shipping documentation (BOLs, PODs, etc.).

*Issue Resolution & Service Recovery*

• Identify, investigate, and resolve shipment issues efficiently and professionally.
• Communicate openly and proactively with customers and internal teams regarding delays, exceptions, or claims.
• Escalate complex or high?impact service failures to management as appropriate.
• Ensure service disruptions are documented and followed through to resolution.

*Administrative & Operational Support*

• Maintain accurate records of customer interactions, shipment details, and related documentation.
• Prepare and distribute shipment updates, reports, and performance summaries as required.
• Assist billing and accounting teams with invoicing questions and documentation requests.
• Support continuous improvement through accurate data entry and process adherence.

*Key Performance Indicators (KPIs)*

• On?time pickup and delivery performance
• Customer satisfaction and retention levels
• Response time to customer inquiries
• Accuracy of shipment data and documentation
• Number of issues resolved without escalation

*Qualifications & Skills*

• Strong verbal and written communication skills
• Excellent organizational and time?management abilities
• Ability to multitask and work effectively in a fast?paced environment
• Customer?focused mindset with strong problem?solving skills
• Experience in logistics, transportation, or customer service preferred
• Familiarity with TMS systems (Citrix experience an asset)
• Proficiency with email, reporting tools, and standard office applications

Pay: $50,000.00-$75,000.00 per year

Benefits:

• Casual dress
• Dental care
• Life insurance
• On-site parking
• Paid time off
• Vision care
• Work from home

Work Location: Hybrid remote in Burlington, ON