Intermodal Shipper Experience Manager

NFI Industries•Springfield, MO

About The Position

The Intermodal Shipper Experience Manager drives effective operational execution for existing brokerage customers. The role manages account operations and communications to meet shipper KPIs and expectations, supports customer account growth, and coordinates across NFI departments to improve brokerage speed, efficiency, and service. It reports to a Senior Shipper Experience Manager, Senior Shipper Account Manager, Operations Manager, or Director of Intermodal Operations. The position includes managing customer rates and services across NFI ILS modes, including FTL, LTL, drayage, intermodal, and port services. The manager develops and maintains account SOPs, follows up on loads, builds relationships with shipper operations teams, and identifies operational improvements using internal and industry tools. The role also requires ongoing learning about intermodal transportation, commodity markets, pricing, and regulatory compliance. The base hourly rate is $27.38–$35.00, based on the national average for the position. Starting pay considers qualifications, experience, education, and geographic location. The position is eligible for an annual discretionary bonus and benefits including medical, dental, vision, prescription drug coverage, a 401(k) plan, wellness program, life insurance, paid time off, and paid parental leave, among other options.

Requirements

Three to five years of brokerage experience working with domestic truckload, LTL, and intermodal shipments preferred.
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 business or customer demands require.
Ability to work a flexible schedule based on shipment volume.

Nice To Haves

BA or BS degree preferred.
Three to five years of brokerage experience with domestic truckload, LTL, and intermodal shipments 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.
Learn about shipped commodities and how their markets affect profitability and service offerings.
Coordinate with customers and build relationships to solve problems effectively.
Develop relationships at shipper operations levels.
Support branch leadership and sales in account growth initiatives.
Manage rates and services for NFI ILS primary modes, including FTL, LTL, drayage, intermodal, and port services.
Develop and manage an SOP for each account handled 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 internal and industry tools to identify potential operational improvements and best practices for customers.
Collaborate with NFI departments to promote efficient brokerage operations and meet customer needs.