Extended Coverage Captive Customer Account Manager

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* Schedule:

Central Time**

Extended Coverage Captive Customer Account Managers provide customer and account continuity for assigned Captive business outside of normal business hours. They serve as the primary Extended Coverage owner for customer communication, service execution, shipment visibility, and customer-specific requirements. The role monitors active shipments, resolves service risks, maintains accurate customer and load information, and coordinates with Fleet Management, Planning, Safety, Maintenance, and other internal teams to protect customer commitments.

The role requires independent judgment when managing time-sensitive customer needs, service risks, and account requirements across multiple Captive accounts.

• Serve as the primary Extended Coverage customer-facing resource for assigned Captive accounts.
• Maintain proactive customer communication regarding shipment status, ETA changes, service risks, delays, capacity concerns, and operational issues.
• Monitor and trace shipments to ensure loads progress according to customer requirements and appointment expectations.
• Maintain working knowledge of assigned Captive account SOPs, customer requirements, verbal dispatch, tracking processes, documentation standards, and escalation procedures.
• Receive, maintain, and communicate customer-specific documentation, photos, and tracking information; update applicable Captive tracking tools as required.
• Ensure pertinent load, appointment, customer, workflow, and service information is accurately maintained in applicable systems.
• Coordinate with Fleet Management regarding driver availability, ETAs, service risks, and operational changes affecting customer commitments.
• Coordinate with Safety, Maintenance, and other internal departments when operational issues affect service execution.
• Support customer-specific trailer/drop pool visibility and communicate equipment concerns affecting account execution.
• Respond to service failures, accidents, breakdowns, delays, and other disruptions from the customer/account perspective and coordinate resolution.
• Research and document accurate service data for internal reporting and customer communication when required.
• Support applicable load count and revenue goals and assist with freight opportunities or spot quoting based on account needs/market.
• Provide clear and complete shift handoffs for unresolved customer, service, capacity, equipment, and account issues.
• Maintain internal customer books of business, reference materials, and account-specific instructions used by Extended Coverage.
• Provide coverage across multiple Captive accounts based on Extended Coverage business needs.
• Participate in cross-training to maintain adequate Extended Coverage account and fleet support knowledge.
• Work independently and exercise sound judgment when normal business-hour resources are unavailable.

• Strong written and verbal customer communication skills, including the ability to deescalate and communicate service risks clearly.
• Strong customer relationship and account management skills.
• Excellent time management and organizational skills.
• Ability to manage competing priorities across multiple Captive accounts, loads, and operational issues simultaneously.
• Highly organized with demonstrated ability to prioritize and make sound independent decisions.
• Strong analytical, critical-thinking, and problem-solving skills.
• Proficient in Microsoft Office Suite and applicable transportation management systems.
• Working knowledge of truckload transportation operations, shipment tracking, transit times, geography, and time zones.
• Ability to work independently and collaboratively when normal business-hour resources are unavailable.

• Bachelor's degree in business administration, supply chain, or similar field required. One year of relevant work experience may be substituted for each year of education required.
• 2+ years of relevant customer service or account management required.
• Prior experience supporting customer accounts in a transportation or logistics environment highly desired.

We believe in rewarding excellence. Our compensation approach balances market-based salary ranges with individual performance, experience, and tenure ensuring your pay is fair, competitive, and aligned with your growth. The posted range reflects the full pay band for the position. The expected pay range below represents where most candidates are hired, based on experience, skills, and…