Account Manager

Ardent Global Logistics • Virginia Beach, VA

5d • Remote

About The Position

Ardent Global Logistics is an international freight forwarding and customs brokerage company headquartered in Virginia Beach, Virginia. We move ocean and air freight, clear customs, and handle the trade compliance work behind both for small and mid-sized importers and exporters; the companies the largest forwarders tend to overlook.
Our mission is to enable our customers' business by doing common things in an uncommon way, benefiting everyone we serve.
That sentence is not wall art. We open every Monday morning meeting by reading it out loud, naming one of our culture values, and sharing wins from the week before. The last section of this description explains how we actually work; it matters as much as the bullets above it.

Requirements

• 2+ years of account management or customer experience within international logistics, or equivalent freight forwarding operations experience
• Working knowledge of ocean and air import and export processes and documentation
• Strong written and verbal communication skills, with an analytical and direct style
• Proficiency in Microsoft Office, Excel in particular
• Ability to work effectively on a fully remote team spanning multiple time zones

Nice To Haves

• Customs brokerage exposure; familiarity with entry filing, HTS classification, and trade compliance fundamentals
• TMS experience; GoFreight strongly preferred
• CRM experience; HubSpot preferred
• Familiarity with First Sale valuation, Section 301, or duty recovery work
• Experience preparing and presenting quarterly business reviews
• Knowledge of transportation and logistics market trends

Responsibilities

• Serve as the primary point of contact for an assigned portfolio of accounts, owning day-to-day communication and the quality of every response
• Build relationships at multiple levels and across functions inside each account, not only the person who books the freight; map those contacts and keep the map current
• Act as the customer's internal advocate at Ardent, making sure the right people and resources are pointed at their shipments
• Run proactive outreach: scheduled check-ins, satisfaction monitoring, and a call placed before the customer has a reason to make one
• Support onboarding and implementation for new accounts, from account setup and compliance through the first shipment
• Assist with pricing on key accounts; keep rates current and accurate, and make sure they are communicated to Operations and to the customer
• Support the quote-to-booking process end to end, following up on outstanding quotations to gain feedback and close the loop on every quote, won or lost
• Bring pricing options and recommendations to account leadership with the analysis behind them
• Identify opportunities to expand existing accounts into additional services and modes: ocean, air, customs brokerage, drayage, First Sale valuation, and duty recovery
• Identify at-risk accounts early and escalate them with a plan attached, not just a warning
• Spot-check shipments for SOP compliance; flag recurring customer issues and gaps in the SOPs themselves
• Work with the Customer Experience team to write, maintain, and update customer SOPs and internal documentation so that what we promised is what we do
• Collaborate across Pricing, Operations, Imports, Exports, and Customs to resolve issues and protect service quality
• Maintain and update the preferred agent database so origin partner selection is a decision rather than a guess
• Keep account activity, contacts, and opportunities documented accurately and consistently in GoFreight and HubSpot
• Establish and monitor service standards and KPIs with assigned accounts
• Prepare and support quarterly business reviews and other customer-facing materials
• Monitor service quality, identify trends, and bring them to management review with root cause attached, not just symptoms
• Maintain customer success stories for commercial use
• Contribute to continuous improvement and automation initiatives alongside Operations
• Learn the accounts, the SOPs, and GoFreight. Join the daily operations huddle and the Monday morning meeting. Meet every internal stakeholder who touches your portfolio.
• Own day-to-day communication for your accounts. Audit the SOPs for your top accounts and correct what is out of date. Take over quote follow-up.
• Run your first customer business review. Present a service-trend read on your portfolio with at least two process fixes you intend to drive.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed