Key Account Manager

American Diamond Logistics•Fort Worth, TX

About The Position

American Diamond Logistics (ADL) is a fully licensed domestic and international third-party logistics provider specializing in FTL, LTL, flatbed, refrigerated, open-deck, intermodal, and drayage transportation. We have built our business by getting back to the basics: treating people the right way and executing at a high level on every shipment. Our people are supported by a growing technology platform designed to provide visibility, responsiveness, and reliable service. As ADL expands, we are building a team that operates with urgency, accountability, and a “Whatever It Takes” mentality to deliver for our customers. ADL is seeking an experienced Key Account Manager to own the daily service, operational execution, and long-term success of a strategic customer portfolio representing approximately $9 million in annual gross revenue. This is not a traditional, sales-driven account management position. It is a hands-on customer operations role for someone who understands how freight moves and can coordinate customers, internal operations teams, and carrier partners to deliver consistently. You will serve as the primary link between the customer and ADL, maintaining visibility across daily shipment activity, anticipating potential problems, resolving service issues, and stepping into the operation when necessary to keep freight moving. As a foundational hire in ADL’s continued expansion, you will work closely with leadership to strengthen the operational backbone of the organization. You will help establish service standards, improve processes, and create an exceptional experience that supports customer retention and responsible account growth.

Requirements

At least 5–7 years of experience in transportation or logistics, preferably within a 3PL.
Demonstrated success managing key or strategic customer accounts.
Strong operational understanding of freight execution—not solely customer-facing experience.
Working knowledge of transportation modes such as FTL, LTL, flatbed, refrigerated, open deck, intermodal, or drayage.
Proven ability to balance customer relationships with hands-on execution responsibilities.
Experience managing shipment exceptions and resolving time-sensitive service issues.
Ability to analyze account performance, recognize trends, and translate data into action.
Exceptional organizational skills and the ability to manage competing priorities in a fast-paced environment.
Clear, responsive, and solution-oriented written and verbal communication.
Sound judgment and the ability to remain composed under pressure.
A self-starting mindset with a strong sense of urgency, ownership, and accountability.
Comfort working in an evolving environment where processes are still being built and improved.
Proficiency with Microsoft Office, including strong working knowledge of Excel.

Nice To Haves

Experience with transportation management and customer relationship management systems is preferred.
Bachelor’s degree in business, supply chain, logistics, or a related discipline is preferred; equivalent professional experience will also be considered.

Responsibilities

Serve as the primary day-to-day contact for assigned key accounts.
Own the customer service experience from implementation through ongoing execution.
Build trusted relationships at multiple levels within each customer organization.
Maintain visibility into shipment activity, service performance, and emerging risks.
Proactively communicate delays, exceptions, and solutions to customers and internal stakeholders.
Coordinate closely with operations and carrier teams to ensure loads are covered and service commitments are met.
Step into shipment execution when needed to protect the customer and resolve urgent issues.
Develop, document, and maintain customer-specific standard operating procedures.
Establish, monitor, and report on service-level agreements and key performance indicators.
Lead regular account reviews using performance data, customer feedback, and actionable recommendations.
Support customer implementations, pricing requests, RFPs, contract discussions, and bid renewals.
Identify service gaps, process improvements, retention risks, and responsible growth opportunities.
Maintain accurate account records, requirements, contacts, and operational documentation.
Help build scalable account-management processes and service standards as ADL grows.