Account Manager – Brokerage

Bdpinternational•Allentown, PA

10d•Onsite

About The Position

The Brokerage Account Manager is responsible for managing and growing assigned customer relationships while serving as the primary point of contact for transportation brokerage services. This role focuses on customer retention, service performance, profitability improvement, operational alignment, and identifying opportunities to expand PSA BDP Surface's brokerage and managed transportation solutions. The ideal candidate possesses strong transportation knowledge, exceptional relationship management skills, and the ability to collaborate across operations, procurement, carrier management, and leadership teams to deliver outstanding customer experiences and measurable business results.

Requirements

1-3 years of transportation, logistics, brokerage, account management, or supply chain experience.
Strong understanding of: Truckload (TL), Less-than-Truckload (LTL), Expedited Transportation.
Experience managing customer relationships in a transportation or 3PL environment.
Strong analytical and problem-solving abilities.
Excellent verbal, written, and presentation skills.
Proficiency in Microsoft Office Suite, particularly Excel and PowerPoint.

Nice To Haves

Experience working with TMS platforms and transportation reporting tools.
Experience in freight brokerage, managed transportation, or 4PL environments.
Knowledge of carrier procurement and transportation pricing.
Experience leading customer business reviews and strategic planning sessions.
Familiarity with transportation KPIs and financial performance metrics.
Ability to influence cross-functional teams without direct authority.

Responsibilities

Serve as the primary point of contact for assigned brokerage customers.
Build and maintain strong customer relationships through regular communication and business reviews.
Develop a deep understanding of each customer's supply chain, transportation requirements, and business objectives.
Ensure customer expectations are consistently met or exceeded.
Manage customer escalations and coordinate timely resolution of service issues.
Identify opportunities to expand transportation services within existing accounts.
Partner with Business Development and Solutions teams on customer growth initiatives.
Support contract renewals and customer retention efforts.
Drive increased wallet share through additional modes, services, and transportation solutions.
Maintain customer satisfaction and strengthen long-term partnerships.
Collaborate with Carrier Procurement team to ensure successful execution of daily transportation activities.
Enter orders from customers into TMS system.
Monitor service performance, carrier utilization, and shipment execution.
Review and address recurring operational challenges impacting customer satisfaction.
Facilitate communication between customers, carriers, operations, and procurement teams.
Ensure customer-specific SOPs and routing requirements are followed.
Monitor account profitability, margin performance, and transportation spend.
Review pricing strategies and work with procurement to improve financial performance.
Identify opportunities for cost savings, efficiency gains, and process improvements.
Assist with transportation budgeting and forecasting activities as needed.
Support implementation of corrective action plans for underperforming accounts.
Prepare and present quarterly and annual business reviews.
Analyze transportation performance metrics, trends, and opportunities.
Develop customer-facing reports highlighting service performance and value delivered.
Track KPIs including: On-Time Pickup, On-Time Delivery, Tender Acceptance, Claims Performance, Carrier Performance, Margin Performance.
Identify and implement process improvements that enhance customer experience and operational efficiency.
Partner with internal teams on technology enhancements and transportation initiatives.
Support implementation projects, onboarding activities, and process transitions.
Promote best practices across the brokerage organization.