Senior Customer Account Manager

NFI Industries•Schaumburg, IL

12d

About The Position

The Senior Customer Account Manager drives strategic growth, operational excellence, and long-term relationships across assigned brokerage customers. The role combines commercial account management, shipper experience leadership, and customer retention strategy to support exceptional service delivery, profitability, and alignment with NFI’s broader growth objectives. The position reports to the Director of Brokerage Operations. The role manages customer accounts and performance, develops account business plans, leads customer reviews and negotiations, and works across operations, sales, and finance to meet customer commitments and profitability targets. It also supports RFPs, pricing requests, onboarding, process improvements, and proactive resolution of risks and service gaps. Travel may be required for customer meetings, site visits, or leadership events.

Requirements

Minimum 5 years of experience in freight brokerage, logistics operations, or account management involving FTL, LTL, or Intermodal.
Proficiency in TMS and CRM systems, MS Office (Word, Excel, and PowerPoint), and internal pricing tools.
Strong understanding of DOT regulations, Hours of Service, and claims processes.
Excellent verbal and written communication, presentation, and negotiation skills.
Strong conflict-resolution and relationship-building ability.
Ability to manage multiple accounts, analyze performance, and translate insights into actionable strategies.
Commitment to continuous learning and development in line with customer and business needs.
Ability to work a flexible schedule based on shipment volume and customer needs.
Travel may be required for customer meetings, site visits, or leadership events.

Nice To Haves

Bachelor’s degree preferred.
HubSpot CRM experience preferred.

Responsibilities

Manage key customer accounts, aligning customer expectations with NFI operational performance.
Drive organic revenue and margin growth by identifying opportunities, developing solutions, and cross-selling NFI services such as Intermodal, Dedicated, and Warehousing.
Deliver a high-quality customer experience through consistent communication, KPI execution, and proactive problem resolution.
Create and maintain account-specific business plans, using CRM and internal tools to track pipeline activity, performance metrics, and growth initiatives.
Lead customer business reviews and present KPI dashboards, quarterly scorecards, and strategic insights to customers and internal stakeholders.
Manage rate and service negotiations across FTL, LTL, and Intermodal modes, using market data and pricing tools.
Develop and oversee account SOPs to ensure service consistency, accurate billing, and adherence to customer requirements.
Partner with operations, sales, and finance teams to meet customer commitments and achieve profitability targets.
Identify risks, bottlenecks, and service gaps, and collaborate across departments to maintain performance standards.
Provide insight and support for RFPs, pricing requests, and customer onboarding initiatives.
Monitor market trends, capacity shifts, and lane pricing to anticipate customer needs and protect margin integrity.
Use internal and industry tools to identify process enhancements, drive efficiency, and share best practices across the team.
Model NFI’s culture of accountability, collaboration, and customer-first execution, demonstrating a “whatever it takes” mindset.