Key Account Manager

American Diamond Logistics • Fort Worth, TX

19d

About The Position

American Diamond Logistics (ADL), a fully licensed domestic and international third-party logistics provider, is seeking an experienced Key Account Manager to own daily service, operational execution, and long-term success for a strategic customer portfolio representing approximately $9 million in annual gross revenue. This is a hands-on customer operations role rather than a traditional sales-driven account management position. The Key Account Manager serves as the primary link between customers and ADL, maintaining shipment visibility, anticipating issues, resolving service problems, and stepping into execution when needed to keep freight moving.

As a foundational hire supporting ADL’s expansion, this role works closely with leadership to strengthen the organization’s operational backbone, establish service standards, improve processes, and support customer retention and responsible account growth. Success includes proactive customer communication, dependable execution, early issue resolution, documented account requirements, regular performance reviews, and effective processes that help internal teams deliver.

Requirements

• At least 5–7 years of experience in transportation or logistics; 5–7 years is preferably within a 3PL.
• Demonstrated success managing key or strategic customer accounts.
• Strong operational understanding of freight execution, beyond customer-facing experience alone.
• 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 ability to manage competing priorities in a fast-paced environment.
• Clear, responsive, and solution-oriented written and verbal communication.
• Sound judgment and ability to remain composed under pressure.
• 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.
• Bachelor’s degree in business, supply chain, logistics, or a related discipline; 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 customer organizations.
• Maintain visibility into shipment activity, service performance, and emerging risks.
• Proactively communicate delays, exceptions, and solutions to customers and internal stakeholders.
• Coordinate with operations and carrier teams to ensure loads are covered and service commitments are met.
• Step into shipment execution when necessary 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.

Benefits

• Competitive base salary with a performance-based incentive tied to account retention, profitability, service performance, and responsible growth.
• Opportunity to work directly with company leadership and contribute to real-time decisions.
• Opportunity to help shape ADL’s service standards, processes, and customer experience.
• Meaningful ownership of strategic customer relationships.
• Clear path for professional advancement.

What This Job Offers

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