Account Manager

About Ardent

Ardent Global Logistics is an international freight forwarding and customs brokerage company headquartered in Virginia Beach, Virginia. We move ocean and air freight, clear customs, and handle the trade compliance work behind both for small and mid‑sized importers and exporters; the companies the largest forwarders tend to overlook.

Our mission is to enable our customers' business by doing common things in an uncommon way, benefiting everyone we serve.

That sentence is not wall art. We open every Monday morning meeting by reading it out loud, naming one of our culture values, and sharing wins from the week before. The last section of this description explains how we actually work; it matters as much as the bullets above it.

What we handle is a small link in a long chain, and it is not a small thing. Very little reaches a shelf without it. We take that seriously, and we would like you to as well.

The Account Manager owns a portfolio of Ardent accounts operationally and commercially. You are the person the customer calls, and the person Pricing, Operations, and Customs look to for the answer on what that customer expects. You keep rates current, quotes moving, SOPs accurate, and service consistent; and when something goes sideways, you are the one who gets in front of it before the customer has to ask.

This is not a pure sales role and it is not a service desk. You will exercise independent judgment on live accounts and you will execute detailed, process-driven work with your own hands. The people who do well here are comfortable doing both in the same day.

• Serve as the primary point of contact for an assigned portfolio of accounts, owning day‑to‑day communication and the quality of every response
• Build relationships at multiple levels and across functions inside each account, not only the person who books the freight; map those contacts and keep the map current
• Act as the customer's internal advocate at Ardent, making sure the right people and resources are pointed at their shipments
• Run proactive outreach: scheduled check‑ins, satisfaction monitoring, and a call placed before the customer has a reason to make one
• Support onboarding and implementation for new accounts, from account setup and compliance through the first shipment

• Assist with pricing on key accounts; keep rates current and accurate, and make sure they are communicated to Operations and to the customer
• Support the quote‑to‑booking process end to end, following up on outstanding quotations to gain feedback and close the loop on every quote, won or lost
• Bring pricing options and recommendations to account leadership with the analysis behind them
• Identify opportunities to expand existing accounts into additional services and modes: ocean, air, customs brokerage, drayage, First Sale valuation, and duty recovery
• Identify at‑risk accounts early and elevate them with a plan attached, not just a warning

• Spot‑check shipments for SOP compliance; flag recurring customer issues and gaps in the SOPs themselves
• Work with the Customer Experience team to write, maintain, and update customer SOPs and internal documentation so that what we promised is what we do
• Collaborate across Pricing, Operations, Imports, Exports, and Customs to resolve issues and protect service quality
• Maintain and update the preferred agent database so origin partner selection is a decision rather than a guess
• Keep account activity, contacts, and opportunities documented accurately and consistently in GoFreight and Hub Spot

• Establish and monitor service standards and KPIs with assigned…