Senior Brokerage Account Manager

Forward Air • Des Plaines, IL • 2h ago

Position: Senior Brokerage Account Manager

Compensation: $90,000 - 100,000 Annually

The Senior Brokerage Account Manager is responsible for managing and growing the organization's most strategic customer accounts within a dynamic transportation brokerage environment. They serve as a commercial leader, driving account strategy, customer retention, and long-term revenue growth across a complex portfolio. They are the primary point of contact for key customers, ensuring exceptional service, operational excellence, and executive-level relationship development. They partner cross-functionally with sales, carrier procurement, operations, and leadership teams to deliver tailored transportation solutions across multiple modes, including truckload, LTL, flatbed, and partial. They provide strategic guidance through data-driven insights, market expertise, and continuous improvement initiatives. They mentor junior team members and support high-impact initiatives such as RFPs and large-scale implementations.

Responsibilities

Manage day-to-day operations and relationships for a portfolio of high-value, strategic brokerage accounts.

Serve as the primary point of contact for customers, including executive stakeholders, ensuring consistent, high-quality communication and service delivery.

Develop and execute account strategies to increase revenue, improve profitability, and expand share of wallet while supporting customer retention.

Coordinate and oversee shipment execution across multiple transportation modes, including truckload, LTL, flatbed, and partial.

Partner with carrier procurement, pricing, and operations teams to source capacity, optimize service, and ensure competitive positioning.

Lead customer business reviews, strategic planning sessions, and executive-level engagements.

Identify growth opportunities through data analysis, pricing strategies, and collaboration with sales and cross-functional partners.

Monitor shipment activity and account performance, proactively resolving service issues, escalations, and disruptions.

Conduct root cause analysis and implement corrective actions to improve service, profitability, and customer satisfaction.

Provide accurate and strategic quoting, pricing recommendations, and rate negotiations for complex customer needs.

Maintain accurate and up-to-date records within the Transportation Management System (TMS), including McLeod.

Track and analyze key performance metrics such as on-time delivery, margin, service levels, and overall account health.

Mentor and support Brokerage Account Managers by sharing best practices and contributing to team development.

Lead or support complex implementations, large-scale RFPs, and cross-functional customer initiatives.

Stay informed on market trends, capacity conditions, and pricing dynamics, using insights to advise customers and influence strategy.

Ensure compliance with all company policies, procedures, and regulatory requirements.

All other duties as assigned to meet evolving business needs.

Qualifications

Education: High school diploma or GED equivalent required; undergraduate degree from an accredited college or university preferred.

Experience: 5+ years of experience in transportation, logistics, freight brokerage, or account management, with demonstrated success managing complex or high-value accounts.

Strong understanding of freight brokerage operations, including truckload transportation, pricing, carrier sourcing, and market dynamics.

Proven ability to develop account strategies, influence cross-functional teams, and lead strategic customer initiatives.

Experience with Transportation Management Systems (TMS), preferably McLeod, and familiarity with platforms such as Salesforce or digital freight tools is preferred.

Excellent communication, negotiation, and relationship-building skills, including experience engaging with executive-level stakeholders.

Advanced analytical and problem-solving skills with the ability to leverage data to drive decisions and performance improvements.

Demonstrated discretion and confidentiality in handling and protecting sensitive information.

Technical: Proficient with common office technologies, including Windows PCs, Microsoft O365 (Outlook, Word, Excel, PowerPoint, etc.) and web conferencing (Teams, Zoom, Webex, etc.)

Environment: Comfort commuting to/from and working in a 100% on-site setting (listed in this posting), with travel for related meetings/events.

LI-Onsite #LI-KB1

About Us

About the Team

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