Account Manager - Inland​/Final Mile

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Regular Full-Time Professional Cheektowaga, NY, US

Salary Range: $65,000.00 To $85,000.00 Annually

Please note that the salary range referenced is a general guideline only. Salary differentials are based on multiple factors including (but not limited to), geographic location, education/training, years of relevant experience/seniority, merit, qualifications, as well as market and business considerations. Mohawk Global considers all of these variables when extending an offer of employment.

Who We Are: Mohawk Global is a 350+ person team of logistics and trade specialists dedicated to fulfilling the supply chain needs of our customers with a strong emphasis on customs brokerage, domestic and international transportation, trade compliance, education, and consulting. Our business practices are driven and exhibited daily by our three core values: to ENRICH purposefully, to CARE personally and to DELIVER professionally.

To learn more about our core values and what makes us truly unique in our industry, please  .

We pride ourselves in being a highly employee-centric organization that truly puts our people (and clients) first! At Mohawk, these aren't just words, they are demonstrable values that we put into action by our behaviors each day. We have been certified as a "Great Place To Work" for the past thirteen years...see what our amazing people have to say about us here:
Mohawk Global - A Great Place to Work!

POSITION SUMMARY:

The Account Manager for Inland Services is responsible for strengthening customer relationships, driving service performance, and supporting business growth across assigned inland and final mile accounts. The role connects customer needs with Operations, Carrier Procurement, Pricing, and Systems to improve execution, resolve challenges, and identify opportunities for profitable growth.

DUTIES & RESPONSIBILITIES:

• Own and strengthen relationships across an assigned portfolio, serving as the primary point of contact and trusted advisor.
• Understand customer objectives, shipping patterns, delivery requirements, facility constraints, communication preferences, and success measures.
• Establish a consistent customer communication cadence that includes performance updates, issue follow-up, documented next steps, and business growth.
• Lead internal account reviews and strategic discussions that connect customer priorities with Mohawk Global inland and final mile solutions.
• Build long-term partnerships that support customer satisfaction, retention, and account expansion.
• Partner with operational teams, primarily Inland, Import Operations, and Business Development, to ensure pickup, linehaul, appointment, delivery, proof-of-delivery, and exception-management activities align with customer commitments.
• Guide service transitions and location launches while maintaining continuity and clear ownership.
• Develop and maintain account-specific SOPs, routing instructions, escalation paths, reporting requirements, and service standards.
• Monitor shipment and delivery performance, including on-time service, exceptions, accessorial activity, claims trends, and recurring operational gaps.
• Coordinate solutions for time-sensitive, high-touch, appointment, inside-delivery, liftgate, white-glove, expedited, and other specialized final mile requirements included in the customer solution.
• Promote complete and accurate shipment documentation, status updates, proof-of-delivery records, and customer-facing reporting.
• Own internal customer-impacting escalations from acknowledgement through resolution, recovery communication, and documented closure.
• Analyze service failures and performance trends to identify root causes, corrective actions, owners, and due dates.
• Balance customer needs, carrier capability, operational feasibility, cost, and contractual requirements when developing solutions.
• Proactively identify risks related to capacity, delivery constraints, recurring accessorials, communication gaps, claims, or service inconsistency.
• Escalate material commercial, financial, compliance, or customer-retention risks to the appropriate leader.
• Coordinate across Operations, Carrier Procurement, Pricing, Systems, Sales, and Leadership to deliver consistent account outcomes.
• Lead Quarterly Business Reviews and other internal customer meetings using clear performance data,…