Account Manager - Centralized Team

Forward Air

6d•Onsite

About The Position

The Centralized Account Manager (CAM) is responsible for serving as the single point of contact for a defined portfolio of customers within the intermodal transportation network. This role ensures a seamless customer experience by coordinating across operations, pricing, sales, billing, and support teams. CAMs are accountable for driving revenue growth, strengthening customer relationships, and delivering timely, accurate communication related to service, shipments, and opportunities. The CAM team handles customers who have been vetted and assigned to the centralized support team, ensuring consistency, responsiveness, and high-quality service.

Requirements

Bachelor’s degree in Business, Supply Chain, Logistics, or equivalent professional experience.
2–4 years of experience in intermodal, transportation, logistics, or customer account management.
Strong communication skills with the ability to coordinate across multiple internal departments.
Demonstrated ability to manage multiple tasks and deadlines in a fast-paced environment.
Proficiency in CRM platforms, transportation management systems (TMS), and Microsoft Office Suite.
Understanding of intermodal operations, ramp processes, drayage, and equipment management.

Nice To Haves

Prior experience supporting centralized customer accounts or multi-disciplinary teams.
Familiarity with bid management or RFP coordination.

Responsibilities

Serve as the primary point of contact for assigned customers, delivering consistent and professional communication.
Build and maintain strong relationships across the customer’s organization, ensuring retention and long-term satisfaction.
Proactively communicate any operational constraints, shipment updates, or service impacts, identifying solutions to minimize disruption.
Coordinate delivery order acceptance and review all incoming business to ensure accuracy and service readiness.
Collaborate with the sales, pricing, & operations teams to identify expansion opportunities within assigned accounts.
Act as the liaison for customer RFPs, bids, and new pricing requests; collect requirements, ensure accuracy, and coordinate internal responses
Monitor customer volume trends and escalate any risks or opportunities for growth.
Work collaboratively with intermodal operations, dispatch, customer service, and field teams to resolve customer challenges quickly.
Assist customers with scheduling, exceptions, and shipment-related inquiries, ensuring timely resolution.
Partner with internal teams to ensure service commitments are met and operational expectations are clearly communicated.
Provide customers with invoices, documentation, and billing support as needed.
Coordinate resolution of invoice discrepancies or billing-related questions by working with internal billing or AR teams.
Maintain accurate customer records, contacts, and account data within CRM and internal systems.
Serve as the voice of the customer by communicating trends, recurring issues, and process gaps to leadership.
Contribute to internal improvement initiatives that streamline customer support, enhance communication, or increase operational efficiency.
Promote alignment and collaboration across cross-functional teams to deliver consistent customer experiences.