Manager Brokerage Operations

NFI Industries•Schaumburg, IL

22h

About The Position

NFI is seeking a talented and driven Manager of Brokerage Operations to join our team. As a Manager of Brokerage Operations, you will be responsible for managing a team of Account Coordinators, providing operational and strategic support to our customers, and driving growth and retention of our customer base. In this role, you will be responsible for the overall success of our customers’ accounts, ensuring that they receive the highest level of service and support. You will work closely with our account management and carrier teams to develop and implement best practices, standard operating procedures, and other initiatives to improve the efficiency and effectiveness of our account operations. The ideal candidate for this role is an experienced leader with a strong background in account operations and customer service. You are passionate about delivering exceptional customer experiences and have a proven track record of driving growth and retention. This position reports to the Senior Director of Brokerage Operations.

Requirements

Bachelor's degree or equivalent experience
4+ years of experience in account operations or customer service, with at least 2 years in a management role
Experience in the logistics or transportation industry preferred
Strong leadership and people management skills
Excellent analytical and problem-solving skills
Strong customer service orientation and a 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

Responsibilities

Manage a team of account coordinators to ensure the highest level of service and support for our customers.
Develop and implement best practices, standard operating procedures, and other initiatives to improve the efficiency and effectiveness of our account operations.
Drive growth and retention of our customer base through exceptional customer service and support.
Work closely with our carrier and product teams to develop and implement strategies to improve the overall customer experience.
Provide operational and strategic support to our customers, including managing customer onboarding and ongoing account management.
Collaborate with our sales and accounts team to identify opportunities for growth and expansion within existing accounts.
Develop and maintain relationships with key stakeholders within our customer organizations.
Monitor and report on key performance metrics to ensure the success of our account coordinators.
Performs other duties and responsibilities as required by the role and determined by management.