Account Manager - Inland / Final Mile

Mohawk Global Logistics Corp•Middleburg Heights, OH

About The Position

The Account Manager for Inland Services strengthens customer relationships, drives service performance, and supports business growth across assigned inland and final mile accounts. The role connects customer needs with Operations, Carrier Procurement, Pricing, and Systems to improve execution, resolve challenges, and identify opportunities for profitable growth. The Account Manager serves as the primary point of contact and trusted advisor for assigned customers, learning their objectives, shipping patterns, delivery requirements, and success measures. The role coordinates with internal teams to deliver customer commitments, manage specialized final mile requirements, resolve escalations, monitor performance, and maintain account documentation. It also leads business reviews, communicates account health and risks to leadership, and identifies opportunities for retention, expansion, and profitable growth. The position operates in a professional office environment or remotely from a home office. It is largely sedentary, with occasional lifting of items under 25 pounds and bending, standing, and walking short distances. Quarterly travel is required for customer visits, business reviews, facility meetings, and internal meetings.

Requirements

At least 3 years of experience in transportation, logistics, final mile operations, account management, or a related field.
Demonstrated ability to independently manage customer relationships and resolve complex service issues.
Strong written, verbal, presentation, negotiation, and relationship-management skills.
Experience using performance data and business reviews to drive corrective action and customer alignment.
Proficiency with Microsoft Office applications and experience working in TMS, CRM, or shipment visibility systems.
Experience within a 3PL, freight brokerage, managed transportation, inland, import, or final mile environment.
Knowledge of inland transportation and final mile delivery operations, terminology, service requirements, and exception management.
Ability to use Microsoft Excel and PowerPoint for performance analysis, business reviews, and action tracking.
Skills in SOP development, process documentation, KPI reporting, and root cause analysis.
Working knowledge of pricing, accessorials, proof of delivery, claims, appointment delivery, and specialized delivery requirements.
Strong problem-solving skills related to deliveries and cross-dock services within the international logistics industry.
Account management, customer retention, and consultative relationship-development skills.
Commercial awareness, opportunity identification, and solution-development abilities.
Negotiation, expectation management, and conflict-resolution skills.
Ability to interpret data, communicate performance insights, plan, and prioritize.
Ability to manage multiple accounts and urgent service issues while maintaining disciplined follow-through.
Ownership and accountability for account outcomes; executive-ready communication and meeting facilitation; cross-functional influence without direct authority; sound judgment and decisive escalation; and coaching and knowledge-sharing abilities.
Ability to lift items under 25 pounds and bend, stand, and walk short distances may be required.
Ability to travel quarterly for customer visits, business reviews, facility meetings, and internal meetings.

Nice To Haves

Bachelor's degree in Business, Supply Chain, Logistics, or a related field.
Experience understanding complex internal client requirements and developing tailored, scalable transportation solutions.
Experience with account implementations, SOP design, QBRs, margin review, and cross-functional improvement projects.

Responsibilities

Own and strengthen relationships across an assigned portfolio as the primary customer contact and trusted advisor.
Understand customer objectives, shipping patterns, delivery requirements, facility constraints, communication preferences, and success measures.
Establish a consistent customer communication cadence, including performance updates, issue follow-up, documented next steps, and business growth discussions.
Lead internal account reviews and strategic discussions that connect customer priorities with inland and final mile solutions.
Build partnerships that support customer satisfaction, retention, and account expansion.
Partner with operational teams, primarily Inland, Import Operations, and Business Development, to align pickup, linehaul, appointments, delivery, proof of delivery, and exception management with customer commitments.
Guide service transitions and location launches while maintaining continuity and clear ownership.
Develop and maintain account-specific SOPs, routing instructions, escalation paths, reporting requirements, and service standards.
Monitor shipment and delivery performance, including on-time service, exceptions, accessorial activity, claims trends, and recurring operational gaps.
Coordinate solutions for time-sensitive, high-touch, appointment, inside-delivery, liftgate, white-glove, expedited, and other specialized final mile requirements included in customer solutions.
Promote complete and accurate shipment documentation, status updates, proof-of-delivery records, and customer-facing reporting.
Own internal customer-impacting escalations from acknowledgement through resolution, recovery communication, and documented closure.
Analyze service failures and performance trends to identify root causes, corrective actions, owners, and due dates.
Balance customer needs, carrier capability, operational feasibility, cost, and contractual requirements when developing solutions.
Proactively identify risks related to capacity, delivery constraints, recurring accessorials, communication gaps, claims, or inconsistent service; escalate material commercial, financial, compliance, or retention risks to the appropriate leader.
Coordinate across Operations, Carrier Procurement, Pricing, Systems, Sales, and Leadership to deliver consistent account outcomes.
Lead Quarterly Business Reviews and other customer meetings using performance data, business insights, action plans, and growth recommendations.
Communicate account health, opportunities, customer feedback, unresolved risks, and resource needs to leadership.
Ensure handoffs between customers, operations, and supporting functions are documented, timely, and understood.
Provide guidance and share knowledge with account support and operational team members as appropriate.
Manage portfolio performance with accountability for retention, revenue growth, service quality, and overall account health.
Identify opportunities to expand customer relationships through additional lanes, modes, locations, service levels, or complementary logistics solutions.
Partner with Pricing and Operations to evaluate margin performance, accessorial trends, service costs, and solution sustainability.
Maintain accurate account documentation, customer commitments, forecasts, opportunity records, and meeting notes.
Support billing accuracy and timely resolution of customer disputes, rate discrepancies, accessorial questions, and documentation gaps.
Maintain customer satisfaction and retention, improve service and issue-resolution performance, complete business reviews and actions on schedule, reduce recurring escalations, maintain current account documentation, advance qualified growth opportunities, and strengthen cross-functional alignment.