Strategic Account Operations Manager

. Crane Worldwide Logistics . • Houston, TX

1d • Onsite

About The Position

Serve as the primary onsite point of contact supporting the client’s logistics and operational needs. Build and maintain strong relationships with client stakeholders and internal operational teams. Oversee and coordinate the activities of client service support personnel, providing coaching and guidance to team members supporting the client account. Develop and maintain operational procedures that support service consistency and client satisfaction. Troubleshoot and resolve escalated shipment, service, or operational issues, including complex concerns related to orders, delivery timelines, shipment visibility, or documentation. Confirm cargo readiness and shipment status updates, and work with customs brokers to ensure shipments are cleared and delivered timely. Coordinate with 3PL and 4PL providers to support operational execution and support documentation review and green-light approval processes. Proactively communicate shipment delays, risks, and operational updates to stakeholders. Track client concerns, inquiries, and service trends while identifying opportunities for process improvement. Establish service expectations, operational goals, and performance metrics for the onsite support function. May directly manage complex or high-priority client inquiries. Other duties as assigned.

Requirements

• High school diploma or GED required
• Minimum seven years industry experience required
• 6-7 years supervisory experience required
• Strong client relationship management and customer service skills
• Working knowledge of freight forwarding, transportation, and logistics operations
• Ability to manage time-sensitive shipments and operational escalations in a fast-paced environment
• Strong organizational skills and attention to detail
• Ability to prioritize multiple tasks and manage competing deadlines
• Effective verbal and written communication skills
• Strong problem-solving and decision-making abilities
• Ability to build collaborative relationships with clients, carriers, brokers, and internal operational teams
• Experience coordinating with 3PL and 4PL providers
• Knowledge of import/export processes, shipment documentation, and cargo movement
• Ability to analyze operational issues and recommend process improvements
• Strong conflict resolution and follow-through skills
• Proficiency with Microsoft Office Suite and transportation/logistics systems
• Ability to work independently while maintaining a high level of accountability and operational ownership
• Ability to maintain professionalism and composure in high-pressure operational environments
• Talking, hearing and using hands to operate computer equipment
• Vision abilities required by this job include close vision and the ability to adjust focus
• Job may require extended sitting or standing, use of standard office equipment

Nice To Haves

• Professional certification may be required in some areas.

Responsibilities

• Serve as the primary onsite point of contact supporting the client’s logistics and operational needs
• Build and maintain strong relationships with client stakeholders and internal operational teams
• Oversee and coordinate the activities of client service support personnel
• Provide coaching and guidance to team members supporting the client account
• Develop and maintain operational procedures that support service consistency and client satisfaction
• Troubleshoot and resolve escalated shipment, service, or operational issues
• Resolve complex concerns related to orders, delivery timelines, shipment visibility, or documentation
• Track and monitor shipment activity from origin through final delivery
• Confirm cargo readiness and shipment status updates
• Work with customs brokers to ensure shipments are cleared and delivered timely
• Coordinate with 3PL and 4PL providers to support operational execution
• Support documentation review and green-light approval processes
• Proactively communicate shipment delays, risks, and operational updates to stakeholders
• Track client concerns, inquiries, and service trends while identifying opportunities for process improvement
• Establish service expectations, operational goals, and performance metrics for the onsite support function
• May directly manage complex or high-priority client inquiries
• Other duties as assigned

Benefits

• Quarterly Incentive Plan
• 136 hours of Paid Time Off which equals 17 days for the year, that can be used for Sick Time or for Personal Use
• Excellent Medical, Dental and Vision benefits
• Tuition Reimbursement for education related to your job
• Employee Referral Bonuses
• Employee Recognition and Rewards Program
• Paid Volunteer Time to support a cause that is close to your heart and contributes to our communities
• Employee Discounts
• Wellness Incentives that can go up to $100 per year for completing challenges, in addition to a discount on contribution rates

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: High school or GED