Customer Account Specialist
Job Location:
Atlanta, GA - USA
Monthly Salary:
Posted:
Application Deadline:
Vacancies:
Job Summary
This search is being conducted by Flex HR on behalf of our client. Qualified candidates should submit a resume within.
Flex HR uses AI for document preparation and meeting transcription only never to screen or evaluate candidates. All hiring decisions are made by a human recruiter. Roles may be posted on platforms like Indeed or LinkedIn which are independent companies that may use AI in their own technology.
Carrier Account Specialist
Full-Time Logistics / Transportation
ROLE OVERVIEW
The Account Specialist serves as the operational backbone for assigned customer accounts owning shipment execution from creation through delivery. This role requires sharp attention to detail fast response times and the ability to proactively manage freight on track within a fast-paced logistics environment.
KEY RESPONSIBILITIES
- Act as the liaison between customers and internal teams ensuring clear and accurate communication of all shipment requirements
- Own execution of assigned shipment workflows from creation through delivery ensuring accuracy and completeness in the TMS
- Build update and manage shipments in internal and customer TMS systems including appointments status updates and accessorial documentation
- Coordinate with Carrier Management to ensure on-time pickup and delivery and adherence to customer SLAs
- Monitor shipment status and carrier check calls proactively identifying risks and taking corrective action
- Resolve day-to-day operational issues with urgency communicating timely updates to all relevant stakeholders
- Handle customer-facing communication (calls emails facilities) with professionalism clarity and speed
- Schedule and coordinate appointments with facilities ensuring all details are confirmed and accurate
- Send Proof of Delivery (POD) to appropriate customer contacts in a timely manner
- Maintain accurate accessorial charges and supporting documentation
- Create and maintain customer Standard Operating Procedures (SOPs)
- Identify and communicate process improvement opportunities based on operational performance and customer feedback
- Support account performance tracking by maintaining accurate data and assisting with reporting
- Begin developing foundational quoting skills by assisting with spot quotes and supporting AMs on pricing workflows
KEY SKILLS & COMPETENCIES
- TMS knowledge and data accuracy discipline
- Scheduling coordination and accessorial charges management
- Strong written and verbal communication with customers and internal teams
- Problem-solving with urgency and attention to detail
- SLA compliance and operational support
- Process improvement mindset and relationship management
PERFORMANCE INDICATORS
KPI
Description
Customer Response Time
Average time to respond to customer emails
On-Time Delivery
Percentage of shipments arriving on time
Data Completeness %
Accuracy and completeness of TMS records
QBR Performance
Customer quarterly review score
Internal Collaboration
Quarterly 360 peer review rating
WHAT SUCCESS LOOKS LIKE
- Executes assigned shipments quickly and accurately with minimal oversight
- Maintains strong response times and keeps stakeholders consistently informed
- Keeps shipments organized updated and clearly documented in the TMS
- Anticipates issues early and escalates risks before they impact service
- Demonstrates urgency and strong prioritization during high-volume periods
- Supports the team with clean data clear communication and reliable follow-through
- Shows steady growth in quoting knowledge market awareness and operational judgment
NEW HIRE EXPECTATIONS 30 / 60 / 90 DAY RAMP
30 Days
60 Days
90 Days
Learn processes & systems: Revenova TMS shipment workflows and communication standards
Handle daily execution: Independently manage assigned shipments with clear timely communication
Full ownership: Own execution for assigned accounts with minimal oversight and high reliability
Internal relationships: Build relationships with AMs CAMs CAS team and understand workflows
Proactive execution: Monitor shipments identify risks early and take corrective action
Account support: Act as a trusted partner to AMs proactively supporting account needs
Shipment basics: Accurately build loads schedule appointments update statuses send PODs
Communication: Confidently communicate with customers facilities and internal teams
Escalation management: Handle issues with urgency structure and clear communication
TMS hygiene: Maintain clean complete and accurate data in all systems
Data accuracy: Maintain strong TMS discipline timestamps notes accessorials
KPI consistency: Meet expectations on response time data completeness and execution quality
Responsiveness: Meet baseline expectations for communication and task completion
Prioritization: Effectively manage workload and time-sensitive shipments
Process improvement: Identify and suggest workflow or SOP improvements
Required Experience:
IC
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