Account Manager I, Universal

About the Role

The Account Manager I will work independently and with field sales (AE's) to engage and convert customers to work with AIT Truckload Solutions. This role serves as an individual subject matter expert (SME) on their portfolio, with the primary focus of maintaining and expanding relationships with strategic accounts. The Account Manager I represents the full range of the company's core products and services to customers, while leading the customer account planning cycle for the current year.

Key Responsibilities

• Maintain & grow key stakeholder relationships within a portfolio of existing customers, both external and internal, by being the subject matter expert on executing customer operational needs/requirements, resulting in increased revenue & volume.
• Manage the portfolio load process by partnering with the Carrier Sales team on coverage status of each shipment.
• Proactively communicate shipment status and performance updates to the customer in a timely manner.
• Communicate with customers regarding pricing, accessorials, and cost adjustments.
• Partner with the Sales/Management team to complete RFPs.
• Regularly analyze customer profitability and take action to adjust pricing or commitments.
• Escalate issues to the Account Executive or Management as necessary.
• Maintain Account Receivable aging within AIT TS terms.
• Actively pursue past-due invoices and short-pays in collaboration with the internal collections team.
• Troubleshoot and resolve customer issues, including communication on carrier delays, breakdowns, and other order exceptions.
• Prepare and actively participate in customer reviews (e.g., QBR, MBRs).
• Maintain a record of customer engagement to ensure SLAs are met.
• Assist in building loads in accordance with customer SOP and load requirements, as necessary.
• Schedule appointments for pick-ups & deliveries, as necessary.
• Work with the Account Executive to create, maintain, and update SOPs for all customers in the portfolio.
• Handle overages, shortages, and freight claims properly and escalate as needed.
• Be available as needed for after-hours issues.

Requirements & Tech Stack

• High School Diploma or GED equivalent (Required)
• Associate's Degree (Preferred)
• Bachelor's Degree (Preferred)
• 0-3 years Experience in logistics / transportation (1 year or more experience preferred)
• Proven track record in generating profitable revenue growth and retaining existing customers (Low proficiency)
• Microsoft Office Suite (Medium proficiency)
• Transportation Management System (TMS) (Medium proficiency)
• Strong verbal and written communication skills (Medium proficiency)
• Strong negotiation skills (Medium proficiency)
• Ability to problem solve, make independent decisions with minimal oversight, set and meet deadlines (Medium proficiency)

Other Skills We Hope to See

• A team player who works well with others.
• A strong work ethic with an appreciation for ownership, independence, accountability, and autonomy.
• Growth mindset – passionate about your craft, always looking for ways to improve yourself and the company, open to change.
• Customer service focus – building relationships is a part of our culture.