Operational Account Manager, Road US

DSV•Itasca, IL

21h•$65,000 - $75,000•Onsite

About The Position

DSV is seeking an Operational Account Manager to oversee day-to-day execution, customer relationships, and account performance within its domestic freight brokerage operation. The role combines transportation operations with customer account management, overseeing shipments from initial customer requests and pricing through pickup, transit, and final delivery. The manager works with customers, Carrier Sales, carriers, and internal teams to develop transportation solutions that balance service, capacity, pricing, and customer-specific requirements; maintains shipment visibility; communicates proactively; resolves exceptions; and provides pricing direction. The role also includes developing and managing assigned accounts by analyzing transportation spend, service performance, and shipment trends, leading customer business reviews, and finding ways to improve performance and grow existing relationships. Growth may include adding lanes, increasing shipment volume, introducing additional services, or developing solutions to customer challenges. The position is based at DSV's Itasca, Illinois location and is primarily performed in a professional office environment with regular in-person attendance.

Requirements

High school diploma or equivalent required.
At least 3 years of experience in logistics, transportation, freight brokerage, account management, or a related field required.
Experience working with Transportation Management Systems (TMS) required.
Strong understanding of domestic freight brokerage, transportation operations, and customer account management.
Excellent verbal, written, and interpersonal communication skills, with the ability to build and maintain effective customer and business relationships.
Strong negotiation, problem-solving, and decision-making skills, including the ability to resolve operational challenges and service issues.
Strong analytical and mathematical skills to evaluate transportation pricing, margins, service performance, and account trends.
Excellent organizational and time-management skills, including the ability to manage multiple priorities, customers, and deadlines.
Strong attention to detail and commitment to accuracy, service quality, and customer satisfaction.
Proficiency with Microsoft Office applications, including Excel, Word, Outlook, Teams, and PowerPoint, and ability to use TMS effectively.
Ability to work independently and collaboratively with customers, carriers, and internal business partners.
Ability to adapt to changing business needs, exercise sound judgment, and remain responsive in a fast-paced, deadline-driven environment.
Regular in-person attendance at the assigned DSV location is required.
Physical ability to sit for extended periods; use computers and standard office equipment; communicate through various channels; stand, walk, bend and reach occasionally; and lift or move items weighing up to 20 pounds.

Nice To Haves

Bachelor's degree in Business Administration, Logistics, Supply Chain Management, Transportation, or a related field.
Five or more years of experience in logistics, transportation, freight brokerage, account management, or a related field.
Experience in freight brokerage or transportation operations.
Experience managing customer relationships in a transportation, logistics, or supply chain environment.
Experience coordinating domestic freight transportation across multiple customers, lanes, or service requirements.
Experience with transportation pricing, carrier negotiations, capacity management, and freight brokerage operations.

Responsibilities

Serve as the primary point of contact for assigned customers and build long-term relationships through proactive communication and account management.
Manage day-to-day freight brokerage operations and shipment execution from customer request and pricing through pickup, transit, and delivery.
Evaluate transportation requests and develop solutions based on service requirements, carrier capacity, pricing, transit times, and customer needs.
Partner with Carrier Sales to identify qualified carrier capacity and transportation solutions.
Provide pricing guidance to Carrier Sales based on customer requirements, market conditions, capacity, service expectations, and account strategy.
Negotiate transportation rates and service requirements with carriers and transportation providers, as appropriate.
Communicate customer-specific handling, tracking, communication, and service requirements to internal teams and transportation providers.
Monitor active shipments, maintain shipment visibility, and proactively communicate status, milestones, delays, and exceptions.
Troubleshoot and resolve shipment exceptions, service failures, delays, and other operational concerns; coordinate resolutions and escalate significant issues as appropriate.
Maintain accurate and timely shipment, customer, carrier, pricing, and operational information in the Transportation Management System (TMS) and other required systems.
Analyze customer transportation spend, shipment activity, service performance, pricing, and account trends to identify risks, improvement opportunities, and profitability opportunities.
Prepare and present customer reporting on transportation spend, service performance, operational metrics, and account information.
Conduct regular customer meetings, including Monthly Business Reviews (MBRs) and Quarterly Business Reviews (QBRs), to evaluate performance and identify improvement opportunities.
Identify opportunities to grow existing customer relationships through additional lanes, increased shipment volume, expanded services, and other transportation solutions.
Research and develop growth opportunities within assigned branch house accounts and support new customer opportunities as assigned.
Work with customers and internal stakeholders to develop solutions that improve service, operational efficiency, profitability, and account performance.
Maintain knowledge of transportation market conditions, carrier capacity, pricing trends, customer requirements, and available service solutions.
Build and maintain effective working relationships with departments, business units, customers, carriers, vendors, and other external business partners.
Maintain confidentiality and appropriately handle sensitive customer, shipment, pricing, and business information.
Perform other duties, responsibilities, and project work as assigned by management.