Customer Operations Manager – Logistics

MODE Global is a $4B+ multimodal transportation leader, delivering comprehensive supply chain solutions across North America. With a vast agent-based network and a suite of offerings—spanning LTL, truckload, parcel, intermodal, air, and ocean—MODE drives operational excellence through technology, innovation, and integrity. We simplify logistics, empower partnerships, and deliver performance.

MODE Transportation is seeking a Customer Operations Manager – Logistics to oversee and grow strategic customer relationships while managing the daily execution of transportation services. This role serves as the primary point of contact for assigned accounts, ensuring exceptional service, operational excellence, and long-term customer success.

The ideal candidate combines strong relationship-building skills with transportation and logistics expertise. You will work closely with customers, carriers, and internal teams to drive account growth, improve operational performance, and deliver transportation solutions that create value for our clients.

• Serve as the primary contact for assigned customer accounts and build trusted, long-term partnerships.
• Develop a deep understanding of customer transportation requirements and business objectives.
• Conduct regular business reviews and identify opportunities to increase service offerings and account growth.
• Proactively communicate shipment status, service updates, and transportation solutions.

• Support revenue growth initiatives by identifying new opportunities within existing accounts.
• Analyze pricing, margins, and transportation trends to ensure profitable account management.
• Utilize operational and financial data to recommend process improvements and cost-saving opportunities.
• Partner with customers to develop transportation strategies that support their evolving business needs.

• Coordinate and oversee freight movement from pickup through final delivery.
• Source transportation capacity and secure competitive carrier pricing.
• Monitor shipments and quickly resolve service interruptions, delays, or exceptions.
• Ensure accurate order entry and transportation execution through multiple communication channels and systems.
• Establish and maintain productive relationships with carriers and transportation providers.
• Evaluate carrier performance and ensure compliance with company service expectations.
• Negotiate transportation solutions that balance service, cost, and profitability objectives.

• Identify operational challenges and implement effective corrective actions.
• Develop recovery plans for service failures, missed pickups, and delivery issues.
• Review accessorial charges and work collaboratively with customers to reduce recurring costs.
• Lead customer communications related to billing questions, service concerns, and operational issues.

• Work closely with Sales, Operations, and Accounting teams to support customer success.
• Assist with onboarding new customers, lanes, reporting requirements, and billing processes.
• Support continuous improvement initiatives that enhance efficiency, customer satisfaction, and profitability.

• Experience in freight brokerage, transportation, logistics, supply chain, or a related industry.
• Strong customer relationship management and communication skills.
• Ability to manage multiple priorities in a fast-paced environment.
• Proven analytical and problem-solving abilities.
• Strong organizational and time-management skills.
• Ability to make sound decisions independently while collaborating effectively with a team.
• Customer-focused mindset with a commitment to service excellence.

• Proficiency with Microsoft Office applications, including Excel, Word, and Outlook.
• Experience working with transportation management systems and logistics software is preferred.
• Ability to quickly learn new systems and technologies.

• Ability to work flexible schedules when business needs require.
• Ability to…