Operations Account Manager - Contract Logistics

Forward Air Services•Union City, CA

3d•Onsite

About The Position

The Operations Account Manager - Contract Logistics, plays a critical role in coordinating and executing high-quality domestic freight solutions for our customers. This position manages shipments from initial planning through final delivery, ensuring accuracy, compliance, and exceptional service throughout the full lifecycle of movement. They are also directly responsible for rate negotiations, cost control, milestone management, and customer updates in real time.

Requirements

High school diploma or GED/equivalent required
Five (5) years freight forwarding operations or account management experience preferred.
Strong understanding of domestic transportation, routing, and service-level requirements.
Ability to multi‑task in a fast‑paced environment while maintaining high accuracy and attention to detail.
Excellent communication, customer service, and relationship‑building skills.
Demonstrated discretion and confidentiality in handling and protecting sensitive information.
Proficient with common office technologies, including Windows PCs, Microsoft O365 (Outlook, Word, Excel, PowerPoint, etc.) and web conferencing (Teams, Zoom, Webex, etc.).

Nice To Haves

associate or bachelor’s degree preferred.
industry‑related certifications a plus.

Responsibilities

Plan, quote, enter, direct, and monitor domestic shipments from initiation to delivery.
Ensure all customer instructions, service requirements, and operational notes are accurately entered into the system.
Confirm all shipment milestones are present, properly sequenced, and updated throughout the lifecycle of the shipment.
Collaborate with the operations team to determine optimal routing that meets the required service level.
Negotiate rates with vendors and secure spot quotes as needed to support customer opportunities.
Accrue vendor costs, reconcile variances, and resolve discrepancies in a timely manner.
Prepare and send invoices to customers with full accuracy and supporting documentation.
Ensure freight and documentation comply with all security, TSA, and company compliance programs.
Track and monitor the entire process of cargo movement and provide customers with timely updates on movement details.
Communicate proactively with internal teams, carriers, and customers to ensure issue escalation and resolution.
Maintain organized shipment files, documentation, and audit‑ready records.
Identify opportunities to streamline workflows and enhance customer experience.
Support operational projects, continuous improvement efforts, and cross‑functional initiatives as needed.
All other duties as assigned to meet evolving business needs.