Manager, Brokerage Operations

NFI Industries • Schaumburg, IL

21h

About The Position

NFI is seeking a Manager of Brokerage Operations to lead a team of Account Coordinators and provide operational and strategic support to customers. The role is responsible for the success of customer accounts, delivering high-quality service and support, and driving customer growth and retention. The manager works with account management, carrier, product, sales, and accounts teams to improve account operations and the customer experience through best practices, standard operating procedures, and other initiatives. This position reports to the Director of Brokerage Operations.

Requirements

• Bachelor’s degree or equivalent experience.
• At least 4 years of experience in account operations or customer service.
• At least 2 years of experience in a management role.
• Strong leadership and people management skills.
• Excellent analytical and problem-solving skills.
• Strong customer service orientation and passion for delivering exceptional customer experiences.
• Excellent communication and interpersonal skills.
• Ability to work in a fast-paced, dynamic environment and manage multiple priorities.
• Strong attention to detail and organizational skills.

Nice To Haves

• Experience in the logistics or transportation industry.

Responsibilities

• Manage a team of Account Coordinators to ensure a high level of customer service and support.
• Develop and implement best practices, standard operating procedures, and initiatives to improve the efficiency and effectiveness of account operations.
• Drive customer growth and retention through customer service and support.
• Work with carrier and product teams on strategies to improve the customer experience.
• Provide operational and strategic customer support, including customer onboarding and ongoing account management.
• Collaborate with sales and accounts teams to identify growth and expansion opportunities within existing accounts.
• Develop and maintain relationships with key stakeholders in customer organizations.
• Monitor and report on key performance metrics related to Account Coordinators’ success.
• Perform other duties and responsibilities required by the role and determined by management.

Benefits

• Medical insurance
• Dental insurance
• Vision insurance
• Prescription drug coverage
• 401(k) plan
• Wellness program
• Life insurance
• Paid time off
• Paid parental leave
• Annual discretionary bonus targeted at 8%

What This Job Offers

• Job Type: Full-time
• Career Level: Manager