Client Account Manager, Freight Forwarding

Delmar International•Chicago, IL

21h

About The Position

Reporting to the Director, the Client Account Manager supports the ongoing development and retention of existing and prospective Delmar customers. The role maintains effective written and verbal communication with clients to support high customer satisfaction by identifying client needs, resolving problems, responding to inquiries promptly, and proactively offering solutions, insights, and recommendations. The Client Account Manager also upsells and cross-sells Delmar services while maintaining and retaining a dedicated book of business. The position serves as the main contact for assigned accounts, builds relationships with key stakeholders, and coordinates with internal teams to align operations with customer expectations and ensure smooth supply chain execution. It addresses service issues and risks, supports account growth and contract renewals, and works with customers on forecasting, planning, service-level agreements, and compliance.

Requirements

Minimum 2 years of sales or operations experience in the 3PL Freight Forwarding environment.
Fluency in spoken Italian is required to support Italian-speaking clients and business partners.
Proficiency in establishing rapport and developing solid relationships with potential leads and key customer contacts.
Ability to ask appropriate questions, listen carefully, and understand customer needs.
Proven problem-solving skills.
Excellent communication skills.

Nice To Haves

Experience in Ocean, Air, Ground, Brokerage, or Warehousing.
Bachelor's degree.
Knowledge of current air and ocean service offerings for transatlantic shipments to the United States and Canada.

Responsibilities

Act as the main point of contact for assigned accounts and build and maintain strong relationships with key stakeholders.
Understand customer business objectives, challenges, and supply chain requirements.
Conduct regular business reviews and performance meetings.
Monitor customer demand patterns and forecasts.
Manage exceptions and urgent customer requests.
Collaborate with origin offices, procurement, and customer service teams.
Align internal operations with customer expectations and facilitate supply chain processes from order to delivery.
Proactively identify supply chain risks and resolve delivery delays, inventory shortages, transportation issues, and service disruptions.
Lead cross-functional teams to address customer concerns and communicate recovery plans and timelines.
Identify opportunities to grow existing accounts, support contract renewals and negotiations, promote products and services, and develop account growth strategies.
Upsell and cross-sell Delmar services while maintaining and retaining a dedicated book of business.
Review customer forecasts and demand trends, support Sales & Operations Planning (SOP) processes, and work with customers to improve forecast accuracy and inventory optimization.
Manage service-level agreements, ensure contractual obligations are met, and monitor compliance with customer requirements and industry regulations.
Respond to customer inquiries in a timely manner and offer solutions, insights, and recommendations.