Position Overview The Account Manager plays a critical role in delivering exceptional customer experiences by serving as the primary point of contact for shipment-related inquiries. This role focuses on proactive communication, shipment coordination, issue resolution, and operational accuracy within a rapid‑paced logistics environment.

The ideal candidate is detail‑oriented, customer‑focused, and able to multitask while maintaining strong internal and external relationships.

Key Responsibilities

Customer Support & Communication

- Act as the primary point of contact for customers regarding shipment status, delivery updates, and service inquiries.
- Provide professional, timely responses to customer inquiries via phone, email, and transportation management systems (TMS).
- Proactively communicate updates related to load tracking, appointment scheduling, and potential service delays.
- Build and maintain strong customer relationships to promote satisfaction, retention, and repeat business.

Shipment Coordination

- Collaborate closely with carrier sales, dispatch, and operations teams to schedule and manage shipments.
- Monitor freight movement from pickup through delivery to ensure on‑time performance.
- Update and maintain accurate shipment data, statuses, and notes in the TMS (Citrix).
- Support load tenders, rate confirmations, and required shipping documentation (BOLs, PODs, etc.).

Issue Resolution & Service Recovery

- Identify, investigate, and resolve shipment issues efficiently and professionally.




- Communicate openly and proactively with customers and internal teams regarding delays, exceptions, or claims.
- Escalate complex or high‑impact service failures to management as appropriate.
- Ensure service disruptions are documented and followed through to resolution.

Administrative & Operational Support

- Maintain accurate records of customer interactions, shipment details, and related documentation.
- Prepare and distribute shipment updates, reports, and performance summaries as required.
- Assist billing and accounting teams with invoicing questions and documentation requests.
- Support continuous improvement through accurate data entry and process adherence.

Key Performance Indicators (KPIs)

- On‑time pickup and delivery performance
- Customer satisfaction and retention levels
- Response time to customer inquiries
- Accuracy of shipment data and documentation
- Number of issues resolved without escalation

Qualifications & Skills

- Strong verbal and written communication skills
- Excellent organizational and time‑management abilities
- Ability to multitask and work effectively in a fast‑paced environment
- Customer‑focused mindset with strong problem‑solving skills
- Experience in logistics, transportation, or customer service preferred
- Familiarity with TMS systems (Citrix experience an asset)
- Proficiency with email, reporting tools, and standard office applications

Pay: $50,000.00-$75,000.00 per year

Benefits

- Casual dress
- Dental care
- Life insurance
- On-site parking
- Paid time off
- Vision care
- Work from home

Work Location: Hybrid remote in Burlington, ON

📌 Account Manager (Burlington)
🏢 TRANS 99 LOGISITCS
📍 Burlington