Account Manager – Logistics Operations

• Build and maintain working relationships with carriers, drivers, and logistics partners
• Serve as a key contact for operational escalations
• Follow up on delivery exceptions, service failures, delays, and operational concerns
• Review operational reports, performance metrics, and delivery data to identify trends and bottlenecks
• Monitor carrier and driver performance against service expectations and standards
• Maintain records of escalations, investigations, claims, and resolutions
• Investigate recurring operational issues and identify root causes
• Implement corrective actions with internal teams and external partners
• Identify operational gaps, inefficiencies, and risks
• Investigate shipping claims, lost or damaged shipments, delivery discrepancies, and logistics incidents
• Gather documentation and coordinate with carriers and internal stakeholders
• Manage claim follow-ups and document cases accurately
• Partner with Customer Experience, Operations, and internal teams to resolve complex cases
• Improve workflows, communication, reporting, and issue-resolution processes
• Help establish and maintain standard operating procedures

• 3+ years of experience in logistics operations, account management, carrier management, transportation, or a related field
• Experience working directly with carriers, drivers, transportation partners, or other external operational stakeholders
• Strong problem-solving skills, with the ability to investigate issues and identify root causes
• Experience reviewing operational reports, tracking KPIs, and using data to identify trends or performance gaps
• Exposure to claims management, shipment investigations, delivery exceptions, or logistics escalations
• Strong written and verbal communication skills, with the ability to coordinate effectively across internal teams and external partners
• Excellent organizational skills and attention to detail, particularly when managing multiple ongoing investigations and follow-ups
• A high degree of ownership, accountability, and initiative when resolving operational challenges
• Comfortable working in a fast-paced environment where priorities can shift and timely resolutions are important
• Nice to have: experience in last-mile delivery, freight, shipping, or transportation operations
• Nice to have: familiarity with transportation management systems (TMS), shipment tracking platforms, CRM tools, or logistics reporting systems
• Nice to have: experience identifying trends in carrier performance, delivery exceptions, and claims data
• Nice to have: previous experience handling escalations or responsibilities beyond a traditional customer support role