Note: The job is a remote job and is open to candidates in USA. Ardent Global Logistics is an international freight forwarding and customs brokerage company serving importers and exporters. The Account Manager owns a portfolio of accounts operationally and commercially, managing customer relationships, pricing, quoting, account growth, SOP integrity, service quality, reporting, and business reviews.
Responsibilities
- Serve as the primary point of contact for an assigned portfolio of accounts, owning day-to-day communication and the quality of every response
- Build relationships at multiple levels and across functions inside each account, not only the person who books the freight; map those contacts and keep the map current
- Act as the customer's internal advocate at Ardent, making sure the right people and resources are pointed at their shipments
- Run proactive outreach: scheduled check-ins, satisfaction monitoring, and a call placed before the customer has a reason to make one
- Support onboarding and implementation for new accounts, from account setup and compliance through the first shipment
- Assist with pricing on key accounts; keep rates current and accurate, and make sure they are communicated to Operations and to the customer
- Support the quote-to-booking process end to end, following up on outstanding quotations to gain feedback and close the loop on every quote, won or lost
- Bring pricing options and recommendations to account leadership with the analysis behind them
- Identify opportunities to expand existing accounts into additional services and modes: ocean, air, customs brokerage, drayage, First Sale valuation, and duty recovery
- Identify at-risk accounts early and escalate them with a plan attached, not just a warning
- Spot-check shipments for SOP compliance; flag recurring customer issues and gaps in the SOPs themselves
- Work with the Customer Experience team to write, maintain, and update customer SOPs and internal documentation so that what we promised is what we do
- Collaborate across Pricing, Operations, Imports, Exports, and Customs to resolve issues and protect service quality
- Maintain and update the preferred agent database so origin partner selection is a decision rather than a guess
- Keep account activity, contacts, and opportunities documented accurately and consistently in GoFreight and HubSpot
- Establish and monitor service standards and KPIs with assigned accounts
- Prepare and support quarterly business reviews and other customer-facing materials
- Monitor service quality, identify trends, and bring them to management review with root cause attached, not just symptoms
- Maintain customer success stories for commercial use
- Contribute to continuous improvement and automation initiatives alongside Operations
- Days 1 to 30: Learn the accounts, the SOPs, and GoFreight. Join the daily operations huddle and the Monday morning meeting. Meet every internal stakeholder who touches your portfolio
- Days 31 to 60: Own day-to-day communication for your accounts. Audit the SOPs for your top accounts and correct what is out of date. Take over quote follow-up
- Days 61 to 90: Run your first customer business review. Present a service-trend read on your portfolio with at least two process fixes you intend to drive
Skills
- 2+ years of account management or customer experience within international logistics, or equivalent freight forwarding operations experience
- Working knowledge of ocean and air import and export processes and documentation
- Strong written and verbal communication skills, with an analytical and direct style
- Proficiency in Microsoft Office, Excel in particular
- Ability to work effectively on a fully remote team spanning multiple time zones
- Customs brokerage exposure; familiarity with entry filing, HTS classification, and trade compliance fundamentals
- TMS experience; GoFreight strongly preferred
- CRM experience; HubSpot preferred
- Familiarity with First Sale valuation, Section 301, or duty recovery work
- Experience preparing and presenting quarterly business reviews
- Knowledge of transportation and logistics market trends
Benefits
- Fully remote work on a distributed team
Company Overview