Operations Account Manager

Job Title: Account Manager – Freight Forwarding (Key Accounts)LocationChicago, ILOverviewWe’re looking for a hands-on Account Manager to own and manage a portfolio of key clients within our freight forwarding division. This role end-to-end operations, requiring deep experience across import/export, air and ocean freight.You’ll act as the main point of contact for your accounts while also overseeing (and at times executing) the operational flow of shipments from origin to destination.Key ResponsibilitiesAccount ManagementServe as the primary point of contact for assigned key accountsBuild strong client relationships and ensure high levels of customer satisfactionConduct regular business reviews and proactively identify growth opportunitiesHandle escalations, service issues, and client expectationsOperations OwnershipManage end-to-end shipment processes including:Import & export shipmentsAir freight and ocean freight (FCL/LCL)Coordinate bookings, documentation, and shipment trackingWork closely with overseas agents, carriers, and internal teamsEnsure timely and accurate execution of all shipmentsDocumentation & ComplianceOversee preparation and accuracy of shipping documents (HAWB/HBL, commercial invoices, packing lists, etc.)Ensure compliance with customs regulations and international trade requirementsCoordinate with customs brokers where requiredProblem Solving & ExecutionTroubleshoot delays, exceptions, and operational challengesProvide proactive updates and solutions to clientsManage urgent shipments and time-sensitive freightCommercial AwarenessSupport pricing/quotations for key accountsIdentify upsell opportunities across services (air, ocean, warehousing, etc.)Work with sales to retain and grow accountsRequirements3–7+ years of experience in freight forwarding / international logisticsStrong operational experience in:Import & exportAir freightOcean freight (FCL & LCL)Experience managing customer relationships or key accountsSolid understanding of customs processes and documentationAbility to manage shipments end-to-end independentlySkillsStrong communication and client-facing skillsHighly organized with attention to detailAbility to multitask and manage high-volume shipmentsProblem-solving mindset with a sense of urgencyProficiency in freight forwarding systems (CargoWise, etc.)Nice to HaveExperience working with large/strategic accountsCustoms brokerage knowledgeExperience in industries like retail, automotive, or pharma