Intermodal Shipper Experience Manager

NFI Industries • Springfield, MO

2d

About The Position

The Intermodal Shipper Experience Manager drives best-in-class operational execution for existing brokerage customers. This is an individual contributor role with no direct people-management responsibilities and reports to the Intermodal Operations Manager. The position manages customer operations and communications, supports account growth, and coordinates with internal departments to meet customer expectations and improve brokerage service.

Requirements

• 3–5 years of brokerage experience preferred, working with domestic truckload, LTL, and intermodal shipments.
• Familiarity with DOT trucking regulations, including hours of service and claims.
• Proficiency with Microsoft Office applications, including Word, Excel, and PowerPoint.
• Ability to work in a fast-paced environment, learn and use multiple applications, and handle a high volume of phone calls.
• Excellent oral and written communication skills.
• Rudimentary knowledge of TMS programs used for brokerage services.
• Familiarity with external and internal NFI pricing tools.
• Commitment to sharpening existing skills or acquiring new skills as required by the business or customers.
• Ability to work a flexible schedule based on shipment volume.

Nice To Haves

• BA or BS degree preferred.
• 3–5 years of brokerage experience is preferred.

Responsibilities

• Manage and execute operations and communications to meet shipper KPIs and expectations.
• Continue learning about rail and intermodal transportation practices, market dynamics, pricing strategies, and regulatory compliance.
• Use intermodal-specific technology platforms and tools to improve operational efficiency and customer satisfaction.
• Develop knowledge of shipped commodities and how commodity markets affect profitability and service offerings.
• Coordinate and build relationships to solve customer problems effectively.
• Further develop 3x3 relationships at shipper operations levels.
• Support branch leadership and sales with account growth strategy initiatives.
• Manage rates and services with clients across NFI ILS services, including FTL, LTL, drayage, intermodal, and port services.
• Develop, implement, and manage an SOP for each account managed by the operations group, and maintain implemented customer service concepts and rates.
• Ensure proper follow-up and management of all loads.
• Address internal obstacles that limit growth or service, consistent with NFI deliverables.
• Manage one or multiple NFI customer accounts with attention to detail.
• Use available internal and industry tools to identify potential improvements and best practices for customer operations.
• Collaborate with NFI departments to foster speed, efficiency, and effectiveness in brokerage operations and meet customer needs.

Benefits

• Medical, dental, vision, and prescription drug coverage.
• 401(k) plan.
• Wellness program.
• Life insurance.
• Paid time off.
• Paid parental leave.
• Annual discretionary bonus.

What This Job Offers

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