Account Specialist (Enterprise)

Flex HR•Sandy Springs, GA

About The Position

For more than 20 years, Swan Transportation Services has been a trusted leader in freight management and third-party logistics. With offices in Georgia and Texas, we proudly serve clients nationwide. Committed to fostering a healthy work-life balance, we offer flexibility, competitive benefits, and more. At Swan, we prioritize professional growth by providing ample opportunities for training, development, and ongoing education. This role is responsible for handling all day-to-day operations for assigned accounts. The Account Specialist provides support to the Account Manager and reports into the Director of Operations.

Requirements

1+ years’ experience in a customer service capacity, preferably in the logistics industry.
Experience providing operational support to multiple accounts/clients.
Excellent communication skills.
Time management and problem-solving skills.
Attention to detail.

Nice To Haves

Bachelor’s degree preferred.

Responsibilities

Act as the liaison between customers and internal teams, ensuring clear and accurate communication of all shipment requirements
Own execution of assigned shipment workflows from creation through delivery, ensuring accuracy, completeness, and adherence to customer-specific processes
Build, update, and manage shipments in internal and customer TMS systems, including appointments, status updates, and accessorial documentation
Break down and structure orders that require multiple trucks, ensuring proper load planning and execution
Coordinate and schedule shipments across designated facilities, ensuring all appointments are secured accurately and timely
Schedule all loads with a consolidation-first mindset, ensuring efficiency in planning and alignment with customer expectations
Follow up on all scheduled loads to confirm accuracy, readiness, and alignment with pickup and delivery requirements
Manage updates, changes, and cancellations to orders, ensuring all systems and stakeholders are aligned in real time
Coordinate with internal teams (e.g., Carrier Management) to ensure on-time pickup and delivery, and adherence to customer requirements and SLAs
Resolve day-to-day operational issues with urgency, ensuring timely communication to all relevant stakeholders
Handle customer-facing communication (calls, emails, facilities) with professionalism, clarity, and speed
Maintain rapid response times to both internal and external requests, prioritizing time-sensitive shipments and escalations
Send Proof of Delivery (POD) to appropriate customer contacts in a timely manner
Update and maintain accurate accessorial charges and supporting documentation
Create and maintain customer Standard Operating Procedures (SOPs), ensuring processes are documented and followed consistently
Identify and communicate process improvement opportunities based on operational performance and customer feedback