Account Manager

Customs Goods LLC•Carson, CA

About The Position

The Account Manager is responsible for managing and growing a portfolio of customer accounts by ensuring high levels of service, operational alignment, and customer satisfaction. This role serves as the primary liaison between the customer and internal teams, driving performance against KPIs and SLAs, supporting forecasting and financial planning, and identifying opportunities to expand services, improve efficiency, and increase account value.

Requirements

Bachelor's degree (B.A./B.S.) from four-year college or university highly preferred; 5-7 years related experience at management level, in logistics; or equivalent combination of education and experience.
Proven track record in preparing & presenting solutions with minimum support from senior management.
Demonstrates a collaborative, decisive, and engaging leadership style.
Able to builds strong, trust-based, positive relationships with internal and external customers.
Must have an analytical approach and demonstrated ability to translate analytical concepts and performance into terms customers can understand and act upon in relatively straight forward situations.
Continuously looks for opportunities to customer specific offerings or processes by exploring and implementing new approaches and ideas.
Excellent in interpersonal and communication skills, both verbal and written.
Must demonstrates capabilities in sales budgeting, forecasting, and management to revenue, volume, cost and margin objectives.
Demonstrate the ability to read and understand typical sales budget reports.
Computer literacy with MS Office Suite is essential.

Responsibilities

Serve as the primary point of contact for assigned customer accounts, building strong relationships and ensuring a high level of customer satisfaction.
Manage day-to-day account activity, including customer inquiries, issue resolution, service requests, and escalations.
Develop a deep understanding of customer operations, goals, and business needs to identify opportunities for improvement and growth.
Monitor account performance through key performance indicators (KPIs), service level agreements (SLAs), and operational scorecards.
Collaborate on continuous improvement initiatives that enhance service, reduce cost, and improve customer retention.
Coordinate internally with operations, customer service, finance, IT, and leadership teams to ensure seamless service execution.
Identify revenue growth opportunities through additional services, expanded scope, cross-selling, and contract renewals.
Track customer forecasts, volume trends, and capacity requirements to support operational planning.
Stay informed on industry trends, customer market conditions, and competitor activity to support strategic account planning.
Proactively address risks, service gaps, and customer concerns with timely corrective action plans.
Assist with contingency planning and peak season readiness by aligning with customer demand and forecast.
Support pricing discussions, contract negotiations, renewals, and amendments in partnership with leadership and finance teams.
Review billing accuracy, accessorial charges, and account profitability to ensure financial performance targets are met.
Lead regular business reviews with customers to present results, discuss trends, and align on future initiatives.
Ensure compliance with customer requirements including vendor and regulatory expectations.