Logistics Account Manager

Account Manager – Logistics & Transportation

Company Overview

International Solutions Management (ISM) is a Charlotte, NC–based global supply chain optimization, manufacturing, and trade company specializing in comprehensive logistics solutions. ISM provides a full suite of services, including container procurement and sales, fleet management, transportation solutions, and supply chain consulting. With representation across five continents, ISM leverages its international footprint to source equipment, support partners, and manage global supply chain needs with speed and reliability.

Rooted in a mission to simplify the global supply chain through sincere, authentic, and honest service, ISM builds dynamic relationships with customers, vendors, and industry experts to deliver meaningful value. The company emphasizes efficient, tech‑enabled operations designed to help partners navigate an ever‑changing environment with confidence.

This position is based in Charlotte, NC and must be performed onsite, full‑time.

Remote or hybrid candidates will not be considered.

Job Summary

The Account Manager is responsible for owning and managing the end‑to‑end relationship with assigned customers, serving as the primary daily point of contact and trusted partner for strategic, high‑value accounts. This role oversees all aspects of transportation and logistics execution—including shipment management, carrier coordination, issue resolution, and service performance—to ensure a seamless customer experience.

The Account Manager drives consistent volume growth, optimizes transportation solutions, and delivers profitable margin performance through proactive communication, analytical decision‑making, and strong operational leadership. By balancing strategic account development with exceptional day‑to‑day service, this position plays a critical role in strengthening customer satisfaction, deepening relationships, and achieving annual growth targets.

Key Responsibilities

Account Ownership & Customer Management

• Serve as the primary point of contact for assigned customers, managing all communication regarding shipments, service updates, planning, and issue resolution.
• Build and maintain strong, long‑term customer relationships, acting as a trusted advisor and advocate for top accounts.
• Develop a deep understanding of each customer’s business, including lane profiles, service requirements, seasonality, and operational constraints.
• Conduct regular business reviews to present performance results, opportunities for improvement, and cost‑saving strategies.
• Maintain accurate documentation of all client interactions, quotes, and activities in the CRM.

Operational Coordination & Execution

• Oversee the full lifecycle of each shipment, including tender acceptance, scheduling, documentation accuracy, and delivery confirmation.
• Collaborate with internal teams to ensure timely, cost‑effective transportation solutions that meet service expectations.
• Monitor and quickly resolve service issues, delays, claims, dwell time, and delivery exceptions with urgency and professionalism.
• Ensure all load details—including rates, references, accessorials, and paperwork—are complete and accurately captured in the TMS.

Revenue Growth & Margin Management

• Expand wallet share within existing accounts by identifying new lanes, divisions, and volume opportunities.
• Execute quick and accurate quoting; follow up proactively and upsell additional modes and services.
• Own spot and transactional pricing strategies, ensuring competitiveness while protecting margin.
• Monitor and analyze revenue, load count, lane‑level profitability, and gross profit to ensure monthly budget targets are met.

Performance Analytics & Reporting

• Analyze transportation data to identify trends, inefficiencies, risks, and opportunities for improvement.
• Track and manage key performance indicators (KPIs) such as on‑time performance, tender acceptance rates, claims, and dwell time.
• Ensure compliance with customer service level agreements (SLAs) and internal standards.

Problem Solving & Issue Escalation

• Proactively address customer concerns and resolve service‑related issues.
• Escalate complex operational or service challenges to leadership when required.
• Recommend process improvements to enhance service quality, operational efficiency, and customer satisfaction.

Cross‑Functional Collaboration

• Partner closely with Carrier Sales, Track & Trace, Billing, and Leadership to ensure seamless operational execution.
• Provide detailed shipment notes and required documentation so internal teams can execute effectively.
• Communicate recurring issues, process gaps, and improvement opportunities to leadership.

Minimum Qualifications

• Bachelor’s degree or equivalent work/military experience
• 1–2 years of experience in logistics, transportation, freight brokerage, or account management
• Strong understanding of truckload, open deck (flatbed/hotshot), accessorials, and basic freight markets
• Proficiency with Transportation Management Systems (TMS), CRM tools, and Microsoft Office
• Excellent communication, negotiation, and relationship‑building skills
• Ability to analyze lane performance, margins, and customer trends
• Strong organizational skills with the ability to multitask in a fast‑paced environment

Preferred Qualifications

• Experience in freight brokerage or 3PL operations
• Knowledge of DOT regulations and transportation compliance
• Experience managing specialized freight (e.g., produce)
• Bilingual abilities
• 3 years of experience in transportation sales or logistics account management

Our Benefits Include:

• Competitive compensation
• Comprehensive health, dental, and vision insurance
• Paid time off

 Core Cultural Values: We believe in doing great things together.

• Trust and Transparency: ISM emphasizes the importance of building trust through transparent and honest interactions with clients and partners.
• Global Perspective: With a team experienced in international trade, ISM values cross-cultural collaboration and maintains a global outlook in its operations.
• Innovation and Technology: The company leverages cutting-edge technology and data-driven approaches to enhance efficiency and provide tailored solutions to clients.

 We are proud to be an Equal Opportunity/Affirmative Action employer. All qualified applicants will be considered for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status. Applicants who receive a conditional offer of employment may be required to pass a pre-employment background check.