Account Manager

Summary/Objective:

The Account Manager is responsible for managing and growing a portfolio of customer accounts by ensuring high levels of service, operational alignment, and customer satisfaction. This role serves as the primary liaison between the customer and internal teams, driving performance against KPIs and SLAs, supporting forecasting and financial planning, and identifying opportunities to expand services, improve efficiency, and increase account value.

Essential Duties and Responsibilities:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Serve as the primary point of contact for assigned customer accounts, building strong relationships and ensuring a high level of customer satisfaction.
• Manage day-to-day account activity, including customer inquiries, issue resolution, service requests, and escalations.
• Develop a deep understanding of customer operations, goals, and business needs to identify opportunities for improvement and growth.
• Monitor account performance through key performance indicators (KPIs), service level agreements (SLAs), and operational scorecards.
• Collaborate on continuous improvement initiatives that enhance service, reduce cost, and improve customer retention.
• Coordinate internally with operations, customer service, finance, IT, and leadership teams to ensure seamless service execution.
• Identify revenue growth opportunities through additional services, expanded scope, cross-selling, and contract renewals.
• Track customer forecasts, volume trends, and capacity requirements to support operational planning.
• Stay informed on industry trends, customer market conditions, and competitor activity to support strategic account planning.
• Proactively address risks, service gaps, and customer concerns with timely corrective action plans.
• Assist with contingency planning and peak season readiness by aligning with customer demand and forecast
• Support pricing discussions, contract negotiations, renewals, and amendments in partnership with leadership and finance teams.
• Review billing accuracy, accessorial charges, and account profitability to ensure financial performance targets are met.
• Lead regular business reviews with customers to present results, discuss trends, and align on future initiatives.
• Ensure compliance with customer requirements including vendor and regulatory expectations

Core Behaviors:

Demonstrate to comply with Custom Goods’ Core Behaviors:

• Servant Leadership
• Passion for Excellence
• Integrity
• Resilient
• Intense Safety Focus
• Trust

Required Education and Experience

• Bachelor's degree (B.A./B.S.) from four-year college or university highly preferred; 5-7 years related experience at management level, in logistics; or equivalent combination of education and experience.
• Proven track record in preparing & presenting solutions with minimum support from senior management.
• Demonstrates a collaborative, decisive, and engaging leadership style. Able to builds strong, trust-based, positive relationships with internal and external customers.
• Must have an analytical approach and demonstrated ability to translate analytical concepts and performance into terms customers can understand and act upon in relatively straight forward situations
• Continuously looks for opportunities to customer specific offerings or processes by exploring and implementing new approaches and ideas.
• Excellent in interpersonal and communication skills, both verbal and written.
• Must demonstrates capabilities in sales budgeting, forecasting, and management to revenue, volume, cost and margin objectives. Demonstrate the ability to read and understand typical sales budget reports.
• Computer literacy with MS Office Suite is essential.

AAP/EEO Statement: Custom Goods, LLC is committed to providing equal employment opportunities to all employees and applicants without regard to race, religion, color, sex, national origin, citizenship status, uniform service member status, age, disability, sexual and gender orientation, genetic information or any other protected status in accordance with all applicable federal, state and local laws.

• This commitment extends to all aspects of Custom Goods’ employment practices including, but not limited to, recruiting, hiring, promoting, transferring, compensation, benefits, training, leaves of absence, termination, and other terms and conditions of employment.