Account Manager

Account Manager

Reports To:

Vice President of Business Development

Location:

Chicago, IL

Environment:
Onsite with hybrid flexibility after training (1 day/week remote)

Status:
Exempt, Salaried

Who We Are:

Recognized by Gartner in their Modern 4PL Market Guide, Redwood Logistics is at the forefront of industry innovation. Our cutting-edge supply chain technology pairs with the expertise of our brilliant minds to empower logistics execution across North America and Mexico.

Leveraging a comprehensive range of services, data-centric network solutions, and a seamlessly integrated platform, we have established our prominence as a key player in the mid-market segment within the freight tech industry.

Whether you’re just starting your career or are an established professional looking for your next opportunity, Redwood inspires innovation across teams to provide transformative solutions for our customers.

Purpose of Your Work:

As an Account Manager working within Redwood Multimodal (one of our entities), you will be responsible for supporting the successful execution of customer freight within a third-party brokerage environment. You will serve as a key point of contact for customers, carriers, and internal teams, ensuring loads are accurately quoted, scheduled, covered, tracked, and resolved through delivery.

The ideal candidate is organized, responsive, and comfortable managing multiple priorities in a fast-paced transportation environment.

How You Make a Difference Everyday:

• Support day-to-day account management and operational execution for assigned customers.
• Provide responsive service to customers, carriers, and internal partners.
• Coordinate quoting activity, load coverage, appointments, issue resolution, and reporting.
• Identify potential service issues early and drive them through resolution.
• Maintain accurate information across transportation systems and customer platforms.

Key Responsibilities

Quoting and Load Setup

• Manage spot quote requests by submitting them to the quoting team or through automated quoting tools.
• Build accurate loads with complete customer, rate, pickup, delivery, and appointment details.
• Confirm all load information is complete and aligned with customer requirements.

Load Board and Coverage Management

• Monitor load board activity and ensure customer freight is covered in a timely manner.
• Identify and follow up on uncovered, delayed, or at-risk loads.
• Maintain accurate load status updates throughout the shipment lifecycle.

Customer and Carrier Service

• Serve as a primary contact for customer and carrier questions, updates, and appointment scheduling.
• Help carriers obtain missing information needed to complete pickups and deliveries.
• Communicate proactively and resolve routine service issues while escalating more complex concerns appropriately.

Problem Solving and Escalation

• Investigate and resolve shipment issues, including missing pickup numbers, appointment challenges, and documentation gaps.
• Partner with carrier operations and internal teams to keep freight moving and address service disruptions.
• Escalate significant incidents and maintain clear documentation through final resolution.

Service and Scorecard Management

• Review customer scorecards and verify the accuracy of service data, including on-time pickup and delivery performance.
• Reconcile scorecard information, revenue figures, and other key metrics with internal system data.
• Identify discrepancies, coordinate corrections, and support continuous improvement based on performance trends.

Accounts Receivable and Account Support

• Monitor account aging and assist with follow-up on outstanding receivables.
• Partner with customers and Finance to resolve billing, payment, and account-related issues.
• Maintain accurate account,…